Senior Product Manager, Cloud Contact Center Modernization

Brillio 2; Dallas (TX); Hybrid; USD 120,000 - 160,000; Full time

Job summary

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

The ideal candidate has 7+ years in product management, deep contact center and healthcare payer experience, and a strong track record with AWS, IVR design, and agile delivery.

Qualifications

• 7+ years in product management, 3+ years in contact center/voice automation in healthcare payer.
• Experience with Amazon Connect migration, AWS integration, IVR design.
• HIPAA/PHI handling and cloud security best practices.
• Strong cross-functional collaboration and vendor management.
• SAFe or Scrum agile frameworks; translate requirements into user stories.

Responsibilities

• Lead end-to-end migration of legacy contact center (Avaya/Cisco) to Amazon Connect.
• Define strategy and roadmap for contact center modernization aligned to goals.
• Collaborate with IT, telephony, operations, clinical and customer service teams.
• Voice of the customer to drive features, routing, and system integrations.
• Leverage AWS tools for smart routing, analytics, and sentiment analysis.
• Track KPIs (AHT, NPS, FCR, abandon rates) and manage vendor relationships.

Skills

Product management

Healthcare payer domain

Amazon Connect migration

Agile (SAFe/Scrum)

Voice UX / IVR design

Stakeholder management

Vendor management

Education

Bachelor’s degree in CS/IS/Healthcare

Master’s or PM/Cloud/Healthcare IT certs

Tools

JIRA

Confluence

Productboard

Job description

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

The ideal candidate has 7+ years in product management, deep contact center and healthcare payer experience, and a strong track record with AWS, IVR design, and agile delivery.