Sr. Product Manager - Contact Center Transformation

Brillio; United States; On-site; USD 140,000 - 170,000; Full time

Job summary

Brillio is seeking a Senior Product Manager to lead enterprise technology transformations in healthcare, with a focus on contact center modernization, AWS, and Amazon Connect.

You will own product direction, requirements, and roadmaps, partnering with clients, executives, and cross-functional technology teams to achieve measurable business outcomes.

Qualifications

• Significant experience in Product Management, preferably in healthcare technology or enterprise digital transformation.

Responsibilities

• Lead product strategy and delivery for enterprise healthcare technology and contact center modernization initiatives.

Skills

Product management

Healthcare domain knowledge

Stakeholder management

Cross-functional leadership

Client-facing communication

Delivery lifecycle

Enterprise transformation

Strategic roadmapping

Problem solving

Tools

Amazon Connect

AWS

Cloud contact center platforms

Job description

Brillio is seeking an experienced Senior Product Manager to lead enterprise contact center modernization and cloud transformation initiatives, with a focus on AWS and Amazon Connect implementations. This individual will own product direction, requirements, roadmap priorities, and business outcomes while partnering closely with clients, executive stakeholders, and cross-functional technology teams.

Position Overview

Brillio is seeking an experienced Senior Product Manager to lead enterprise technology transformation initiatives, with a strong emphasis on healthcare, Medicaid, and contact center modernization. This individual will work closely with client stakeholders and cross-functional technology teams to drive product strategy, define business requirements, and deliver scalable solutions that improve operational efficiency, customer experience, and business outcomes.

The ideal candidate brings a strong background in healthcare operations and contact center transformation, with hands-on experience supporting large-scale cloud migrations, particularly within Amazon Connect and AWS environments. They should be comfortable engaging with business and technical stakeholders, navigating complex enterprise environments, and translating operational challenges into actionable product requirements and technology roadmaps.

Key Responsibilities

• Lead product strategy and delivery for enterprise healthcare technology and contact center transformation initiatives, particularly across healthcare payer, Medicaid, and specialty business operations.
• Partner directly with clients and senior business stakeholders to understand operational challenges, identify opportunities for improvement, and translate business needs into product requirements and technology solutions.
• Drive contact center modernization initiatives, including legacy telephony migrations to Amazon Connect and AWS-based cloud platforms.
• Own product requirements, roadmap priorities, scope, backlog management, and business outcomes throughout the transformation lifecycle.
• Lead discovery sessions and requirements workshops covering healthcare workflows, IVR/call flows, authentication, routing, queues, transfers, integrations, and specialty business processes.
• Collaborate with Product, Engineering, Architecture, Operations, Business Analysts, and external technology partners to ensure solutions align with business objectives and technical capabilities.
• Oversee product delivery from initial discovery and solution design through development, testing, deployment, go-live, hypercare, and ongoing enhancements.
• Manage competing priorities, dependencies, risks, change requests, and enhancement backlogs while maintaining alignment across multiple business units and stakeholders.
• Evaluate production feedback and operational performance to identify product gaps, defects, and opportunities for continuous improvement.
• Communicate product direction, delivery progress, risks, and business outcomes to executive leadership and client stakeholders.

Required Experience & Qualifications

• Significant experience in Product Management, preferably within healthcare technology, healthcare operations, or enterprise digital transformation.
• Strong healthcare domain experience, ideally supporting healthcare payers, Medicaid, managed care, health plans, or specialty healthcare operations.
• Demonstrated experience leading or supporting contact center transformation and modernization initiatives.
• Hands-on experience with Amazon Connect, AWS, cloud contact center platforms, or enterprise telephony migrations.
• Understanding of healthcare contact center workflows, including member services, claims inquiries, eligibility, benefits, provider support, and specialty operations.
• Experience translating complex business requirements into product roadmaps, functional requirements, and technical solutions.
• Strong client-facing communication and stakeholder management skills, with the ability to engage business leaders and technical teams.
• Experience managing cross-functional delivery teams and driving initiatives through the full product lifecycle.
• Ability to navigate complex enterprise environments, influence stakeholders, and balance business priorities with technical execution.

Preferred Qualifications

• Experience with healthcare payer or Medicaid modernization initiatives.
• Familiarity with IVR strategy, call routing, authentication, telephony integrations, and contact center architecture.
• Experience working with large enterprise healthcare clients and managing multiple business units or markets.
• Knowledge of healthcare systems, claims administration, member experience, and specialty healthcare workflows.

*We cannot offer sponsorship for this position.