Product Manager — AWS Connect & Telephony

IT Impact Consulting; Northern (KY); Hybrid; USD 110,000 - 160,000; Full time

Job summary

IT Impact Consulting is hiring a Product Manager to own the product roadmap for telephony and contact center platforms built on Amazon Connect. You will bridge business requirements and technical delivery for a major healthcare payer's customer experience initiatives, with 3 openings for this role.

You will translate business needs into engineering specs, partner with stakeholders across customer service, IT, and operations, and define metrics to measure post-launch success.

Qualifications

• Proven experience as a Product Manager on telephony, contact center, or CX platforms.
• Strong working knowledge of telephony and contact center technology such as Amazon Connect.
• Excellent stakeholder management and cross‑functional communication skills.
• Experience delivering products in Agile/Scrum environments.
• Comfortable working in regulated enterprise contexts (healthcare payer/managed care preferred).

Responsibilities

• Own and prioritize the product roadmap for AWS Connect and telephony platforms.
• Translate business requirements into clear technical specifications for engineering teams.
• Partner with stakeholders across customer service, IT, and operations to align priorities.
• Define success metrics and track product performance post-launch.
• Manage the backlog, run sprint planning, and coordinate release cycles.
• Communicate progress, risks, and trade-offs to leadership and cross-functional teams.]
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Skills

Product management

Telephony

CX platforms

Stakeholder management

Agile/Scrum

Cross-functional communication

Tools

Amazon Connect

AWS cloud architecture

Job description

Product Manager — AWS Connect & Telephony

The Role

IT Impact is hiring to own the product roadmap for telephony and contact center platforms built on Amazon Connect. You'll bridge business requirements and technical delivery for a major healthcare payer's customer experience initiatives. We have 3 openings for this role.

Why This Role

• Own and prioritize the product roadmap for AWS Connect and telephony platforms
• Translate business requirements into clear technical specifications for engineering teams
• Partner with stakeholders across customer service, IT, and operations to align priorities
• Define success metrics and track product performance post-launch
• Manage the backlog, run sprint planning, and coordinate release cycles
• Communicate progress, risks, and trade-offs to leadership and cross-functional teams

What You Bring

• Proven experience as a Product Manager on telephony, contact center, or CX platforms
• Working knowledge of Amazon Connect or comparable contact center technology
• Strong stakeholder management and cross‑functional communication skills
• Experience running Agile/Scrum product delivery cycles
• Comfortable working in a healthcare or highly regulated enterprise environment
• Background in healthcare payer or managed care operations preferred
• Experience with customer experience (CX) metrics and journey mapping preferred
• Familiarity with AWS cloud architecture at a product level preferred