Brillio

4 weeks ago

Product Manager, Contact Center Modernization (Amazon Connect Migration – Healthcare Payer)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 14 hours agoStatus: Live

Job Summary

Seasoned Senior Product Manager to lead migration of legacy contact center platforms to Amazon Connect for healthcare payer operations, delivering cloud-native, intelligent solutions that improve member/provider engagement, efficiency, and compliance. Collaborates with IT, operations, clinical teams, and leadership to define requirements, roadmap, and change management across hybrid environments.

Location: St. Louis, Dallas, New York

Workplace: Hybrid

Employment Type: Full time

Job Function: Product Management

Seniority: Sr. Manager level

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.

Key Requirements

•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.

Experience:7+ yearsHealthcare payerContact centerCloud migrationAmazon Connect

Education:Bachelor's in Computer Science, Information Systems, Healthcare Administration

Skills:Stakeholder managementCommunicationLeadershipCross-functional collaborationAgile

Certifications:CSPO

Languages:English

Tech Stack:Amazon ConnectAWSLexLambdaConnect FlowsContact LensJIRAConfluenceProductboard

Company Brief

Brillio

Provides digital transformation and IT consulting services, including cloud migration, analytics, digital engineering, and managed services to accelerate business outcomes for enterprises across industries.

Industry: Consulting

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Funding: Private Equity Backed

Headquarters: Santa Clara, United States

Founded: 2014

Website LinkedIn

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Brillio

4 weeks ago

Product Manager, Contact Center Modernization (Amazon Connect Migration – Healthcare Payer)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 14 hours agoStatus: Live

Job Summary

Location: St. Louis, Dallas, New York

Workplace: Hybrid

Employment Type: Full time

Job Function: Product Management

Seniority: Sr. Manager level

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.

Key Requirements

•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.

Experience:7+ yearsHealthcare payerContact centerCloud migrationAmazon Connect

Education:Bachelor's in Computer Science, Information Systems, Healthcare Administration

Skills:Stakeholder managementCommunicationLeadershipCross-functional collaborationAgile

Certifications:CSPO

Languages:English

Tech Stack:Amazon ConnectAWSLexLambdaConnect FlowsContact LensJIRAConfluenceProductboard

Company Brief

Brillio

Industry: Consulting

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Funding: Private Equity Backed

Headquarters: Santa Clara, United States

Founded: 2014

Website LinkedIn