Contact Center Product Manager — AI-Driven Telecom Platform

E2E Alignment Healthcare USA, LLC; California (MO); Híbrido; USD 99.000 - 148.000; Jornada completa

Descripción de la vacante

Alignment Health is seeking a Telecom Product Manager to own the end-to-end lifecycle of the enterprise contact-center platform, including roadmap, requirements, and prioritization. You will partner with Operations, IT, Clinical, and other teams to translate business needs into scalable platform features and measurable improvements.

The role emphasizes governance, dashboards, and governance, with emphasis on AI/automation, and regulatory alignment.

Formación

• 3+ years in Product Management, BP Optimization, or Contact Center Ops.
• Experience with contact-center platforms and end-to-end roadmaps.
• Bachelor’s degree or 4+ years of relevant experience to meet requirement.

Responsabilidades

• Own end-to-end Telecom product lifecycle: roadmap, requirements, prioritization, and execution with Business Optimization and other departments.
• Assess contact-center performance and user feedback to identify workflow and routing improvement opportunities.
• Collaborate with operations leaders, frontline agents, and cross-functional teams to translate challenges into platform features.
• Drive initiatives to improve operational efficiency, agent experience, and member/provider experience via AI, automation, and platform capabilities.
• Serve as liaison between business, IT, vendors, and partners to drive design, delivery, testing, and adoption.
• Maintain platform governance: change management, release management, communications, and post-implementation tracking.
• Create and maintain architectural docs including diagrams and technical standards.
• Develop dashboards to monitor KPIs, platform usage, and impact of enhancements.
• Ensure configurations and integrations meet regulatory requirements and internal policies.
• Evaluate emerging technologies to support modernization.
• Handle additional duties and projects as needed.

Conocimientos

Telecom product mgmt

Stakeholder collaboration

Data analytics

Power BI

Tableau

Talkdesk

AI & automation

Regulatory compliance

Agile / product-centric

Cross-functional leadership

Educación

Bachelor’s degree in Business, IS, Healthcare Administration

4+ years relevant experience (replace degree)

Herramientas

Talkdesk Studio

Power BI

Tableau

CRM integrations

Descripción del empleo

Alignment Health is seeking a Telecom Product Manager to own the end-to-end lifecycle of the enterprise contact-center platform, including roadmap, requirements, and prioritization. You will partner with Operations, IT, Clinical, and other teams to translate business needs into scalable platform features and measurable improvements.

The role emphasizes governance, dashboards, and governance, with emphasis on AI/automation, and regulatory alignment.