Senior Product Manager: Cloud Contact Center Transformation

Mobile Apps US LLC; United States; On-site; USD 140,000 - 180,000; Full time

Job summary

Mobile Apps US LLC is seeking a seasoned Senior Product Manager to drive the strategic migration of legacy contact center platforms to Amazon Connect, focusing on healthcare payer operations. The role requires strong domain expertise, executive-level collaboration, and track record in cloud-based, compliant contact center solutions.

You will define strategy, collaborate across IT, clinical, and operations, and own vendor relationships while delivering measurable improvements in efficiency and

Qualifications

• 7+ years of product management in contact center platforms or voice automation in healthcare payer settings.
• Experience migrating legacy systems (Avaya, Cisco) to cloud contact centers.
• HIPAA/PHI handling and cloud security knowledge.
• Strong ability to translate complex requirements into user stories and features.

Responsibilities

• Lead end-to-end migration to Amazon Connect from discovery to rollout.
• Define the product strategy and roadmap for contact center modernization.
• Collaborate with IT, telephony, clinical, and operations teams to define requirements.
• Develop IVR flows, routing, and integrations with CRMs and case systems.
• Measure KPIs like AHT, NPS, FCR, and abandonment; drive data-driven improvements.
• Own vendor contracts and governance for telephony, transcription, and analytics.
• Promote Agile, backlog prioritization, and sprint execution across teams.
• Lead change management and adoption initiatives for the platform transition.

Skills

Amazon Connect migration

Healthcare payer domain

Agile / SAFe / Scrum

Voice IVR design

Stakeholder management

AWS / cloud services

Requirements storytelling

Education

Bachelor’s degree in CS / Information Systems / Healthcare Administration or related field

Masters or certifications in Product Management / Cloud Technologies (AWS) / Healthcare IT

Tools

JIRA

Confluence

Productboard

AWS services

Lex

Connect Flows

Contact Lens

Job description

Mobile Apps US LLC is seeking a seasoned Senior Product Manager to drive the strategic migration of legacy contact center platforms to Amazon Connect, focusing on healthcare payer operations. The role requires strong domain expertise, executive-level collaboration, and track record in cloud-based, compliant contact center solutions.

You will define strategy, collaborate across IT, clinical, and operations, and own vendor relationships while delivering measurable improvements in efficiency and