Senior Product Manager, Payer Contact Center Modernization

Brillio 2; St. Louis (MO); Remote; USD 130,000 - 170,000; Full time

Job summary

Brillio 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. You will deliver scalable, cloud-native, intelligent CC solutions that improve engagement, efficiency, and compliance.

Ideal candidates have deep CC/voice automation experience, healthcare payer domain knowledge, and a track record of leading digital transformation in regulated environments.

Qualifications

• 7+ years in product management with 3+ years in contact center or voice automation.
• Healthcare payer operations knowledge is highly preferred.
• Proven Amazon Connect migration experience with AWS integrations.
• HIPAA/PHI security practices for cloud communications.
• Experience with voice UX, IVR design, and analytics reporting.
• Strong business and technical acumen to translate requirements into features.
• Proven ability to influence cross-functional and executive stakeholders.
• Expertise in SAFe or Scrum and tools like JIRA, Confluence, Productboard.

Responsibilities

• Lead end-to-end migration of legacy contact centers to Amazon Connect from discovery to rollout.
• Define the product strategy and roadmap for contact center modernization.
• Collaborate with IT, telephony, operations, clinical teams, and leadership to align requirements.
• Own voice of the customer for features, IVR flows, routing, and integrations.
• Optimize customer journeys across voice, chat, SMS, and email channels.
• Leverage AWS tools for smart routing, sentiment analysis, and real-time analytics.
• Develop KPIs and monitor performance such as AHT, NPS, FCR, and abandon rates.
• Manage vendor relationships, contracts, and governance for telephony and analytics.
• Champion agile practices, backlog prioritization, and sprint execution.
• Lead change management, training, and adoption across operations.

Skills

Product management

Amazon Connect migration

SAFe / Scrum

Voice UX / IVR design

Agile methodologies

Stakeholder management

Education

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

Tools

JIRA

Confluence

Productboard

Job description

Brillio 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. You will deliver scalable, cloud-native, intelligent CC solutions that improve engagement, efficiency, and compliance.

Ideal candidates have deep CC/voice automation experience, healthcare payer domain knowledge, and a track record of leading digital transformation in regulated environments.