Senior Product Manager, Cloud CC Modernization (Healthcare)

Ethereum Technologies; Philadelphia (Philadelphia County); Presencial; USD 150.000 - 190.000; Jornada completa

Descripción de la vacante

Ethereum Technologies seeks a seasoned Senior Product Manager to drive the strategic migration of legacy contact center platforms to Amazon Connect, with a focus on healthcare payer operations. You will deliver scalable, cloud-native, intelligent CC solutions that improve member/provider engagement and compliance.

You will lead end-to-end migrations, define product strategy, and collaborate with IT, business ops, clinical teams, and customer service leadership to shape requirements and success

Formación

• 7+ years of product management experience in contact center platforms or voice automation, healthcare payer setting.
• Strong understanding of healthcare call center operations, member services, and provider support.
• Proven experience with Amazon Connect migration projects, AWS integrations, IVR design.
• Solid knowledge of HIPAA, PHI handling, and cloud security best practices.
• Experience with voice UX, contact center analytics, and cross-functional collaboration.
• Expertise in agile frameworks (SAFe/Scrum) and tools like JIRA, Confluence, Productboard.

Responsabilidades

• Lead end-to-end migration of legacy systems (e.g., Avaya) to Amazon Connect from discovery through rollout.
• Define and execute the product strategy and roadmap for contact center modernization and compliance.
• Collaborate with IT, telephony, operations, clinical, and customer service teams to define requirements.
• Serve as the voice of the customer in developing CC features, IVR flows, and system integrations.
• Evaluate and optimize member journeys across voice, chat, SMS, and email channels.
• Leverage AWS tools to enable smart routing, automation, sentiment analysis, and analytics.
• Develop and track KPIs (AHT, NPS, FCR, abandon rates) for quality and efficiency.
• Own vendor relationships and governance for telephony, transcription, and analytics tools.
• Champion agile methodologies and backlog prioritization across cross-functional teams.
• Lead change management, training, and adoption across operations during platform transition.

Descripción del empleo

Ethereum Technologies seeks a seasoned Senior Product Manager to drive the strategic migration of legacy contact center platforms to Amazon Connect, with a focus on healthcare payer operations. You will deliver scalable, cloud-native, intelligent CC solutions that improve member/provider engagement and compliance.

You will lead end-to-end migrations, define product strategy, and collaborate with IT, business ops, clinical teams, and customer service leadership to shape requirements and success