The Role
Lead the AWS Connect Telephony Migration Program, defining strategy, executing migration, and enhancing customer experiences with emphasis on compliance and risk management.
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.
Role: Senior Product Owner
Location : St Louis MO or San Ramon CA or Dallas TX or New York
We are seeking a strategic and execution-focused Product Owner to lead our AWS Connect Telephony Migration & Modernization Program. This role will be responsible for defining and driving the migration from legacy telephony systems (Avaya) to AWS Connect, ensuring a seamless transition, optimizing operational efficiency, and delivering an enhanced member and agent experience for a large healthcare payer. The ideal candidate will have experience in cloud-based contact center solutions, telephony infrastructure, and customer experience transformation.
Key Responsibilities
Product Strategy & Roadmap
Define the vision, strategy, and roadmap for the AWS Connect platform, aligning with business objectives and customer service goals.
Develop a phased migration plan, ensuring minimal disruption to operations while maximizing value realization.
Explore emerging contact center innovations and industry best practices to drive most relevant new experiences for member and agents
Program Execution & Delivery
Define key performance indicators (KPIs) and success metrics to measure the impact of modernization efforts and effectiveness of new experiences
Define repeatable business components which will deliver standardization across plans but flexibility for LOB specific needs
Own prioritization of migration process from legacy telephony systems to AWS Connect, ensuring a smooth transition with minimal impact on customer service operations.
Work closely with engineering, cloud infrastructure, and operations teams to ensure the successful implementation and optimization of AWS Connect.
Stakeholder & Cross-Functional Collaboration
Partner with Customer Service, IT, Compliance, and Security teams to align business requirements, customer needs, and technical feasibility.
Work with vendors, third-party integrators, and AWS to ensure seamless integration and deployment.
Communicate program progress, risks, and key updates to senior leadership and stakeholders, ensuring alignment with business objectives.
Customer Experience & Optimization
Identify opportunities to enhance the agent and customer experience by leveraging AWS Connect’s AI/ML, automation, and analytics capabilities.
Define and implement self-service capabilities, IVR enhancements, and omnichannel communication strategies to improve efficiency.
Monitor system performance, identify bottlenecks, and continuously optimize the telephony experience post-migration.
Risk Management & Compliance
Ensure the migration meets compliance, security, and data privacy requirements, including PCI-DSS and other regulatory standards.
Proactively identify risks associated with the migration and develop mitigation strategies.
Implement best practices for call recording, quality monitoring, and data retention in AWS Connect.
Required Qualifications & Experience
10+ years of experience in Product Management, Cloud Telephony, or Contact Center Transformation, preferably with AWS Connect.
Strong understanding of cloud-based contact center platforms, telephony systems, IVR, ACD, and workforce management tools.
Proven experience managing complex technology migrations and working with cross-functional teams in a large-scale enterprise environment.
Deep knowledge of AWS Connect features, APIs, and integrations with CRM and ticketing platforms (Salesforce, ServiceNow, Zendesk, etc.).
Experience with AI-driven customer support tools, chatbot integration, and automation in contact centers.
Ability to define, track, and report on key performance metrics and business outcomes.
Excellent communication, stakeholder management, and leadership skills.
Familiarity with Agile methodologies and experience leading Agile product teams.
Know what it’s like to work and grow at Brillio: https://www.brillio.com/join-us/
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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Top Skills
Ai/Ml
Avaya
Aws Connect
Cloud-Based Contact Center Solutions
Salesforce
Servicenow
Zendesk
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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.
