Senior Product Manager, Cloud Contact Center Amazon Connect

Brillio

St. Louis (MO)

Remote

USD 110,000 - 117,000

Full time

14 days+

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Job summary

Brillio seeks aSenior Product Manager to drive the migration of legacy contact center platforms to Amazon Connect, focusing on healthcare payer operations. You will deliver scalable, cloud-native contact center solutions enhancing member/provider engagement and compliance.

The ideal candidate has deep contact center experience, strong AWS knowledge, and a track record of digital transformation in regulated environments. Remote EST/CST; competitive hourly compensation.

Qualifications

7+ years of product management experience, including 3+ years in contact center platforms.
Experience with Amazon Connect migrations and AWS services.
HIPAA/PHI handling and security best practices in cloud communications.

Responsibilities

Lead migration of legacy contact center systems to Amazon Connect.
Define product strategy and roadmap for contact center modernization.
Collaborate with IT, operations, clinical teams, and CS leadership to define requirements.
Develop features for IVR, routing, and integrations with CRM and case tools.
Improve journeys across voice, chat, SMS, and email channels.
Drive metrics like AHT, NPS, FCR; govern vendors and analytics tools.
Champion agile methods and sprint execution.
Lead change management and training for platform adoption.

Skills

Product management

Cross-functional leadership

Vendor management

Agile SAFe

Stakeholder engagement

Education

Bachelor’s degree

Tools

JIRA

Confluence

Productboard

Job description

The ideal candidate has deep contact center experience, strong AWS knowledge, and a track record of digital transformation in regulated environments. Remote EST/CST; competitive hourly compensation.

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