The Role
Lead end-to-end migration of legacy contact center systems to Amazon Connect for a healthcare payer. Define product strategy and roadmap, gather functional and technical requirements, design IVR and routing, integrate with CRMs and downstream systems, leverage AWS tools for automation and analytics, set KPIs, manage vendors, and drive agile delivery, change management, and training to ensure compliant, efficient member and provider engagement.
Summary Generated by Built In
About Brillio:
Brillio is one of the fastest growing digital technology service providers and a partner of choice for many Fortune 1000 companies seeking to turn disruption into a competitive advantage through innovative digital adoption. Brillio, renowned for its world-class professionals, referred to as "Brillians", distinguishes itself through their capacity to seamlessly integrate cutting-edge digital and design thinking skills with an unwavering dedication to client satisfaction.
Brillio takes pride in its status as an employer of choice, consistently attracting the most exceptional and talented individuals due to its unwavering emphasis on contemporary, groundbreaking technologies, and exclusive digital projects. Brillio's relentless commitment to providing an exceptional experience to its Brillians and nurturing their full potential consistently garners them the Great Place to Work® certification year after year.
Consultant
Primary Skills
- CSPO
Specialization
- Product Management: Senior Software Development Manager
Job requirements
- We are seeking a seasoned Senior Product Manager to lead the strategic migration of our legacy contact center platforms (e.g., Avaya) to Amazon Connect, with a specific focus on healthcare payer operations. This role will be responsible for delivering scalable, cloud-native, and intelligent contact center solutions that enhance member and provider engagement, improve operational efficiency, and ensure compliance with healthcare industry standards.
- The ideal candidate will have a strong background in healthcare payer environments, deep experience with contact center technologies, and a proven ability to drive digital transformation initiatives in regulated industries.
- Lead the end-to-end migration of legacy contact center systems (e.g., Avaya, Cisco) to Amazon Connect, from discovery and planning through execution and rollout.
- Define and execute the product strategy and roadmap for contact center modernization, aligning with enterprise goals, user needs, and compliance requirements.
- Collaborate with IT, telephony/voice infrastructure teams, business operations, clinical teams, and customer service leadership to define functional and technical requirements.
- Serve as the primary voice of the customer (members, providers, internal users) in developing contact center features, IVR flows, routing logic, and integration with downstream systems (e.g., CRMs, case management tools, claims systems).
- Evaluate and optimize customer journeys across voice and digital channels (chat, SMS, email), ensuring seamless and empathetic support experiences.
- Leverage AWS ecosystem tools (e.g., Lex, Lambda, Connect Flows, Contact Lens) to enable smart routing, automation, sentiment analysis, and real-time analytics.
- Develop and track key KPIs and performance metrics (e.g., average handle time, NPS, first call resolution, abandonment rates) to ensure quality and efficiency.
- Own vendor relationships, contracting, and governance for telephony, transcription, workforce management, and analytics tools.
- Champion agile methodologies, backlog prioritization, and sprint execution across cross-functional teams.
- Drive change management, training, and adoption strategies across operational teams to ensure successful platform transition.
- 7+ years of product management experience, with at least 3 years leading initiatives in contact center platforms or voice automation within a healthcare payer setting.
- Strong understanding of healthcare call center operations, including member services, provider support, care management, and utilization review.
- Proven experience with Amazon Connect migration projects, including integration with AWS services, telephony architecture, and IVR design.
- Solid knowledge of HIPAA, PHI handling, and security best practices in cloud communications.
- Experience with voice UX, IVR design, and contact center reporting/analytics.
- Strong business and technical acumen with the ability to translate complex requirements into clear user stories and product features.
- Demonstrated success influencing cross-functional teams, executive stakeholders, and vendor partners.
- Expertise in agile frameworks, especially SAFe or Scrum, and tools like JIRA, Confluence, and Productboard.
- Bachelor’s degree in Computer Science, Information Systems, Healthcare Administration, or related field required.
- Master’s degree or certifications in Product Management, Cloud Technologies (especially AWS), or Healthcare IT preferred.
- Direct experience with Amazon Connect, Avaya, Genesys, or Cisco telephony platforms and their migration to cloud-based enviro
Product Manager, Contact Center Modernization (Amazon Connect Migration – Healthcare Payer)
Location: St. Louis, MO / Dallas, TX / New York, NY- Hybrid
Position Summary
Key Responsibilities
Required Qualifications
Education
Preferred Experience
Know more about Brillio : https://www.brillio.com/join-us/
PPE: https://www.brillio.com/platform-and-product-engineering/
Equal Employment Opportunity Declaration
Brillio is an equal opportunity employer to all, regardless of age, ancestry, colour, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding, and related medical conditions), and sexual orientation.
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Skills Required
- CSPO certification
- 7+ years of product management experience
- At least 3 years leading contact center or voice automation initiatives in a healthcare payer setting
- Proven experience with Amazon Connect migration projects, including AWS integrations, telephony architecture, and IVR design
- Strong understanding of healthcare call center operations (member services, provider support, care management, utilization review)
- Solid knowledge of HIPAA, PHI handling, and security best practices in cloud communications
- Experience with voice UX, IVR design, and contact center reporting/analytics
- Strong business and technical acumen; ability to translate complex requirements into user stories and product features
- Demonstrated success influencing cross-functional teams, executive stakeholders, and vendor partners
- Expertise in agile frameworks (SAFe or Scrum) and tools like JIRA, Confluence, and Productboard
- Bachelor's degree in Computer Science, Information Systems, Healthcare Administration, or related field
- Master's degree or certifications in Product Management, Cloud Technologies (AWS), or Healthcare IT
- Direct experience with Avaya, Genesys, or Cisco telephony platforms and migrations to cloud environments
Brillio Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Brillio and has not been reviewed or approved by Brillio.
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Healthcare Strength — Healthcare is considered comprehensive, including medical coverage for employees and dependents alongside life, disability, and accidental death protections. Feedback suggests these protections are a core strength of the package.
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Leave & Time Off Breadth — Time-off options include paid leave and parental leave, with flexible or ‘flexible PTO’ approaches cited in some contexts. Feedback suggests this breadth helps support work-life balance when team norms permit usage.
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Wellbeing & Lifestyle Benefits — Wellbeing offerings span counseling, financial-management sessions, fitness programs, and travel insurance, plus region-specific extras like discounted IT hardware and work-from-home essentials. Feedback suggests these add-ons enhance perceived value beyond core insurance.
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The Company
What We Do
Brillio is the leader in global digital business transformation, applying technology with a human touch. We help businesses define internal and external transformation objectives, and translate those objectives into actionable market strategies using proprietary technologies. With 2600+ experts and 13 offices worldwide, Brillio is the ideal partner for enterprises that want to quickly increase their core business productivity, and achieve a competitive edge, with the latest digital solutions.
