Senior Product Manager/Owner

Volantsoft Inc; St. Louis (MO); Remote; USD 140,000 - 190,000; Full time

Benefits offered by this job

Remote work

Job summary

Volantsoft Inc seeks a seasoned Senior Product Manager to lead migrating legacy contact centers (Avaya, Cisco) to Amazon Connect, with emphasis on healthcare payer operations, compliance, and scalable cloud-native solutions.

You will collaborate across IT, operations, clinical teams, and customer service, define strategy, track KPIs, manage vendor partnerships, and champion agile delivery to ensure a smooth platform transition.

Qualifications

• 7+ years of product management experience, including contact center platforms in healthcare payer settings.
• Experience with migrating contact centers to cloud platforms and ERP/CRM integrations.

Responsibilities

• Lead migration from legacy contact centers (Avaya, Cisco) to Amazon Connect from discovery to rollout.
• Define product strategy and roadmap for contact center modernization, aligned with goals and compliance.
• Collaborate with IT, telephony, operations, clinical teams and customer service to define requirements.
• Voice of the customer development for IVR flows, routing and integrations with downstream systems.
• Monitor customer journeys across voice and digital channels and optimize experiences.
• Leverage AWS tools to enable smart routing, sentiment analysis, and real-time analytics.
• Develop KPIs and governance for vendors and tools, and manage partnerships.
• Champion agile methodologies and sprint execution across teams.
• Drive change management and adoption strategies for platform transition.

Skills

Healthcare payer domain

Product strategy

Digital transformation

Stakeholder management

Cloud & AWS concepts

Education

Bachelor's in Computer Science / Information Systems / Healthcare Administration

Master's in Product Management / Cloud Technologies / Healthcare IT

Tools

JIRA

Confluence

Productboard

AWS (Lex, Lambda)

Amazon Connect

Job description

We are seeking a seasoned Senior Product Manager to lead the strategic migration of our legacy contact center platforms (e.g., Avaya) to Amazon Connect, with a specific focus on healthcare payer operations. This role will be responsible for delivering scalable, cloud-native, and intelligent contact center solutions that enhance member and provider engagement, improve operational efficiency, and ensure compliance with healthcare industry standards.

The ideal candidate will have a strong background in healthcare payer environments, deep experience with contact center technologies, and a proven ability to drive digital transformation initiatives in regulated industries.

Key Responsibilities

• Lead the end-to-end migration of legacy contact center systems (e.g., Avaya, Cisco) to Amazon Connect, from discovery and planning through execution and rollout.
• Define and execute the product strategy and roadmap for contact center modernization, aligning with enterprise goals, user needs, and compliance requirements.
• Collaborate with IT, telephony/voice infrastructure teams, business operations, clinical teams, and customer service leadership to define functional and technical requirements.
• Serve as the primary voice of the customer (members, providers, internal users) in developing contact center features, IVR flows, routing logic, and integration with downstream systems (e.g., CRMs, case management tools, claims systems).
• Evaluate and optimize customer journeys across voice and digital channels (chat, SMS, email), ensuring seamless and empathetic support experiences.
• Leverage AWS ecosystem tools (e.g., Lex, Lambda, Connect Flows, Contact Lens) to enable smart routing, automation, sentiment analysis, and real-time analytics.
• Develop and track key KPIs and performance metrics (e.g., average handle time, NPS, first call resolution, abandonment rates) to ensure quality and efficiency.
• Own vendor relationships, contracting, and governance for telephony, transcription, workforce management, and analytics tools.
• Champion agile methodologies, backlog prioritization, and sprint execution across cross-functional teams.
• Drive change management, training, and adoption strategies across operational teams to ensure successful platform transition.

Required Qualifications

• 7+ years of product management experience, with at least 3 years leading initiatives in contact center platforms or voice automation within a healthcare payer setting.
• Strong understanding of healthcare call center operations, including member services, provider support, care management, and utilization review.
• Proven experience with Amazon Connect migration projects, including integration with AWS services, telephony architecture, and IVR design.
• Solid knowledge of HIPAA, PHI handling, and security best practices in cloud communications.
• Experience with voice UX, IVR design, and contact center reporting/analytics.
• Strong business and technical acumen with the ability to translate complex requirements into clear user stories and product features.
• Demonstrated success influencing cross-functional teams, executive stakeholders, and vendor partners.
• Expertise in agile frameworks, especially SAFe or Scrum, and tools like JIRA, Confluence, and Productboard.

Education

• Bachelor's degree in computer science, Information Systems, Healthcare Administration, or related field required.
• Master's degree or certifications in Product Management, Cloud Technologies (especially AWS), or Healthcare IT preferred.

Preferred Experience

• Direct experience with Amazon Connect, Avaya, Genesys, or Cisco telephony platforms and their migration to cloud-based environoment

This is a remote position.