Senior Product Manager, Cloud Contact Center (Amazon Connect)

Brillio; United States; Remote; USD 140,000 - 190,000; Full time

Job summary

Brillio is seeking a seasoned Senior Product Manager to drive the migration of legacy contact center platforms to Amazon Connect with a healthcare payer focus. You will shape the product strategy, coordinate cross-functional teams, and ensure compliant, scalable cloud-native solutions.

The role emphasizes collaboration with IT, clinical and operations teams, and vendor partners, leveraging AWS tools to optimize routing, analytics, and customer journeys.

Qualifications

• 7+ years of product management experience, incl. 3+ years in contact center platforms or voice automation.
• Nice to have: understanding of healthcare call center operations.
• Proven experience with Amazon Connect migration projects and AWS integrations.
• Solid HIPAA/PHI handling and cloud security practices.
• Experience with voice UX, IVR design, and contact center analytics.
• Expertise in SAFe or Scrum and tools like JIRA, Confluence, Productboard.

Responsibilities

• Lead end-to-end migration of legacy contact center systems to Amazon Connect.
• Define product strategy and roadmaps for contact center modernization.
• Collaborate with IT, operations, clinical teams, and leadership to gather requirements.
• Translate customer needs into features, IVR flows, and integration points.
• Drive KPIs like AHT, NPS, FCR, and abandon rates to improve quality.
• Manage vendor relationships and governance for telephony, analytics, and MDM tools.

Skills

CSPO

Education

Bachelor’s degree in CS/IS/Healthcare Admin

Tools

JIRA

Confluence

Productboard

Job description

Brillio is seeking a seasoned Senior Product Manager to drive the migration of legacy contact center platforms to Amazon Connect with a healthcare payer focus. You will shape the product strategy, coordinate cross-functional teams, and ensure compliant, scalable cloud-native solutions.

The role emphasizes collaboration with IT, clinical and operations teams, and vendor partners, leveraging AWS tools to optimize routing, analytics, and customer journeys.