Senior Product Manager, Cloud Contact Center Modernization

Quantum Technologies. LLC; Philadelphia (Philadelphia County); On-site; USD 140,000 - 190,000; Full time

Job summary

Quantum Technologies LLC seeks a seasoned Senior Product Manager to lead migrating legacy contact centers (e.g., Avaya) to Amazon Connect, focused on healthcare payer operations.

This role will define modernization strategy, collaborate with IT, telephony, operations, clinical teams, and leadership, and use AWS tools to deliver scalable, cloud-native contact center solutions that improve member and provider engagement.

Qualifications

• 7+ years of product management experience, including 3+ years in contact center platforms within a healthcare payer setting.
• Experience migrating legacy contact centers (e.g., Avaya, Cisco) to cloud platforms.
• Strong HIPAA and PHI security knowledge for cloud communications.

Responsibilities

• Lead end-to-end migration of legacy contact centers to Amazon Connect.
• Define product strategy and roadmap for contact center modernization.
• Collaborate with IT, telephony, ops, clinical teams, and leadership to define requirements.
• Represent the voice of the customer in IVR, routing, and system integrations.
• Improve customer journeys across voice, chat, SMS, and email channels.
• Leverage AWS tools (Lex, Lambda, Connect Flows, Contact Lens) for smart routing and analytics.
• Develop and track KPIs (AHT, NPS, FCR, abandonment rate).
• Own vendor relationships and governance for telephony and analytics tools.
• Champion agile backlog, sprint execution, and change management.

Skills

Product management

Healthcare payer domain

Agile / SAFe

Stakeholder management

Education

Bachelor's degree in CS/IS/Healthcare

Master's or PM/Cloud certs

Tools

Amazon Connect

JIRA

Confluence

Productboard

Job description

Quantum Technologies LLC seeks a seasoned Senior Product Manager to lead migrating legacy contact centers (e.g., Avaya) to Amazon Connect, focused on healthcare payer operations.

This role will define modernization strategy, collaborate with IT, telephony, operations, clinical teams, and leadership, and use AWS tools to deliver scalable, cloud-native contact center solutions that improve member and provider engagement.