Senior PM — Remote: AWS Connect Migrations (Healthcare)

Volantsoft Inc; Oregon; Híbrido; USD 140.000 - 190.000; Jornada completa

Descripción de la vacante

Volantsoft Inc is seeking a seasoned Senior Product Manager to lead the strategic migration of legacy contact center platforms (e.g., Avaya, Cisco) to Amazon Connect, with a focus on healthcare payer operations. You will design scalable, cloud-native, and intelligent contact center solutions that improve member/provider engagement and ensure compliance.

The ideal candidate brings extensive healthcare payer experience, a strong background in contact center technology, and a proven track record in

Formación

• 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.

Responsabilidades

• Lead the end-to-end migration of legacy contact center systems to Amazon Connect from discovery through rollout.
• Define and execute the product strategy and roadmap for contact center modernization.
• Collaborate with IT, telephony/voice infrastructure, operations, clinical teams, and leadership to define requirements.
• Be the voice of the customer in developing contact center features, IVR flows, and integrations.
• Evaluate and optimize member journeys across voice and digital channels (chat, SMS, email).
• Leverage AWS tools to enable smart routing, automation, sentiment analysis, and real-time analytics.
• Develop and track KPIs to ensure quality and efficiency.
• Own vendor relationships, contracting, and governance for telephony and analytics tools.
• Champion agile methodologies and backlog prioritization across teams.
• Lead change management and adoption strategies across operations for a successful transition.

Conocimientos

Product management

Agile methodologies

Stakeholder management

Cross-functional leadership

Voice/contact center experience

Educación

Bachelor's degree in CS/IS/Healthcare Admin

Master's degree or certificates in Product Management/AWS/Healthcare IT

Herramientas

Amazon Connect

JIRA

Confluence

Productboard

AWS (Lex/Lambda)

Descripción del empleo

Volantsoft Inc is seeking a seasoned Senior Product Manager to lead the strategic migration of legacy contact center platforms (e.g., Avaya, Cisco) to Amazon Connect, with a focus on healthcare payer operations. You will design scalable, cloud-native, and intelligent contact center solutions that improve member/provider engagement and ensure compliance.

The ideal candidate brings extensive healthcare payer experience, a strong background in contact center technology, and a proven track record in