Product Manager

InnoveusIT; New York (NY); Remoto; USD 140.000 - 190.000; Tempo pieno

Descrizione del lavoro

InnoveusIT is seeking a Senior Product Manager to lead the end-to-end migration of legacy contact center systems to Amazon Connect for a healthcare payer. You will define the product strategy and roadmap, collaborate with cross-functional teams, and ensure customer-centric design of IVR flows, routing, and integrations.

The role requires deep expertise in contact center operations, HIPAA/security, and AWS services, with strong stakeholder management and agile leadership to drive adoption and

Competenze

• 7+ years of product management experience, including healthcare payer context.
• Strong understanding of contact center operations and voice automation.
• Proven experience with Amazon Connect migration projects and AWS integration.
• HIPAA/PHI handling and cloud security awareness.
• Experience with voice UX, IVR design, and contact center analytics.
• Expertise in agile frameworks, SAFe or Scrum, with tools like JIRA, Confluence.
• Ability to translate complex requirements into actionable user stories and features.

Mansioni

• Lead end-to-end migration of legacy contact centers to Amazon Connect.
• Define and execute the product strategy and roadmap for contact center modernization.
• Collaborate with IT, telephony, operations, and leadership to define requirements.
• Serve as voice of the customer for features, IVR, routing, and integrations.
• Develop KPIs and analytics to monitor performance and quality.
• Champion SAFe/ Scrum agile practices and backlog prioritization.
• Drive change management and adoption across operational teams.

Conoscenze

Product management

Agile SAFe/Scrum

Voice/IVR design

Healthcare payer domain

Vendor/stakeholder influence

Strumenti

JIRA

Confluence

Productboard

Descrizione del lavoro

Remote

Need strong on Contact Center , Amazon Connect Migration, AWS

Job Description:

• 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 Product board.