Senior Product Manager/Owner
- Hiring from
- United States
- Work type
- Remote
- Posted
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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.
Key Responsibilities
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.
Required Qualifications
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.
Education
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.
Preferred Experience
Direct experience with Amazon Connect, Avaya, Genesys, or Cisco telephony platforms and their migration to cloud-based environoment
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.
Key Responsibilities
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.
Required Qualifications
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.
Education
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.
Preferred Experience
Direct experience with Amazon Connect, Avaya, Genesys, or Cisco telephony platforms and their migration to cloud-based environoment
This is a remote position.
ABOUT US
Volantsoft was founded in 2011 by Anil Yarlagadda . Right from the beginning, the company aimed at being a leading professional in the IT industry by serving clients from diverse backgrounds. By building on the trust of our clients we established long-term relationships with all our customers that we partnered with. In helping our clients achieve success after success through the software solutions we provided them, we were able to grow our own business to reach a new potential and expand our presence around the world.
We provide a broad gamut of services and solutions which go through continuous modernization so that we can provide the best solutions that technology has to offer to our clients. These services include cloud services, quality assurance, mobility solutions as well as Enterprise Application development and integration. We also provide consulting services to our clients. The superior quality of our services has helped our customers become high- performance businesses. With a global presence and an innovative team Volantsoft helps you make a difference in your industry.
In addition to empowering businesses, we also take pride in assisting the creative new brains in the industry by providing job-oriented training to those who aspire to be a part of the IT industry. All the trainees get a chance to work on real time projects which helps them explore the industry through realistic experiences. All our trainees display the same fervour of helping our clients since they work in a conducive environment that nurtures them to strongly innovate so that they can reflect the same efficiency once they complete their training.
The company’s mission and vision is a strong reflection of our values. We value being an ethically strong business which wants to spearhead success through change. We value integrity and reliability in our team which is one of the reasons why our customers find us dependable. Our team works to achieve excellence and shares a strong sense of respect for every individual we interact with. We believe that every company has its own learning curve and we nurture the growth of our clients which in turn helps us learn more.
