Senior Product Owner - Contact Center Modernization - R01571768

Brillio; St. Louis (MO); Remote; USD 150,000 - 170,000; Full time

Job summary

Brillio is seeking a seasoned Senior Product Manager to lead the strategic migration of legacy contact center platforms to Amazon Connect, with a focus on healthcare payer operations. You will define the product strategy, partner with IT, telephony, clinical teams, and customer service to deliver cloud-native, compliant solutions that improve member engagement and operational efficiency.

You will drive agile execution, own vendor governance, measure KPIs, and guide change management across

Qualifications

• 7+ years of product management experience with at least 3 years leading contact center or voice automation initiatives.
• Experience migrating contact center platforms to cloud-based solutions (e.g., Avaya, Cisco) to cloud-native architectures.
• Knowledge of HIPAA, PHI handling and security best practices in cloud communications.
• Experience with voice UX, IVR design, and contact center analytics.
• Ability to translate complex requirements into clear user stories and product features.
• Proven 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.

Responsibilities

• Lead end-to-end migration of legacy contact center systems to Amazon Connect, from discovery through rollout.
• Define and execute product strategy and roadmap for contact center modernization.
• Collaborate with IT, telephony/voice infrastructure, business operations, clinical teams, and customer service leadership to define requirements.
• Serve as the voice of the customer in developing contact center features, IVR flows, and integrations with downstream systems.
• Evaluate and optimize customer journeys across voice and digital channels.
• Leverage AWS tools to enable smart routing, automation, sentiment analysis, and real-time analytics.
• Develop and track KPIs like AHT, NPS, FCR, and abandonment rates.
• Own vendor relationships, contracting, and governance for telephony, transcription, WFM, 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.

Skills

Product management

Contact center

Voice automation

Amazon Connect

HIPAA security

IVR design

Agile/SAFe

JIRA

Confluence

Productboard

Education

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

Tools

Amazon Connect

JIRA

Confluence

Productboard

Job description

About Brillio

Brillio is one of the fastest-growing digital technology service providers and a trusted partner to Fortune 1000 companies seeking to transform disruption into competitive advantage through innovative digital adoption. Brillio’s professionals, known as “Brillians,” combine deep technology expertise, design thinking, and a strong commitment to client success to deliver transformative outcomes.

Recognized year after year as a Great Place to Work®, Brillio continues to attract top talent by offering opportunities to work on cutting-edge technologies and impactful digital transformation initiatives.

Position Summary

• 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.
• Strong nice to have: 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.

Preferred Experience

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

Remote position based in EST or CST.

Know more about Brillio: https://www.brillio.com/join-us/

PPE: https://www.brillio.com/platform-and-product-engineering/

Equal Employment Opportunity Declaration

Brillio is an equal opportunity employer to all, regardless of age, ancestry, colour, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding, and related medical conditions), and sexual orientation.

$150,000 - $170,000 a year