Telecom Product Manager — AI-Driven Contact Center

Alignment Health; United States; On-site; USD 99,000 - 148,000; Full time

Job summary

Alignment Health is seeking a Telecom Product Manager to own the Telecom platform lifecycle and roadmap, collaborating with Operations, IT, and clinical teams to deliver scalable solutions. You will drive AI and automation to improve agent and member experiences while maintaining governance and regulatory alignment.

You will partner with stakeholders to translate needs into platform features, design considerations, and measurable improvements, ensuring successful delivery and adoption across the

Qualifications

• 3+ years of experience in Product Management, Business Process Optimization, or Contact Center Operations.
• Direct experience with contact-center platforms (Talkdesk).
• Experience gathering business requirements, leading implementations, and managing roadmaps end-to-end.
• Available to work standard business hours 8:00 AM–5:00 PM PT.
• Healthcare operations or regulated industry experience is preferred.

Responsibilities

• Own the end-to-end product lifecycle for Telecom, including roadmap development and prioritization.
• Assess contact-center performance and user feedback to identify improvements.
• Collaborate with operations and cross-functional teams to translate needs into features.
• Drive operational efficiency, agent experience, and member/provider experience using AI and automation.
• Serve as liaison between business, IT, vendors, and implementation partners.
• Maintain platform governance, release management, and post-implementation metrics.
• Create and maintain architectural diagrams and technical standards.
• Develop dashboards to monitor KPIs and platform usage.
• Ensure regulatory alignment of configurations and workflows.
• Identify emerging technologies and modernization opportunities.

Skills

Product management

Business process optimization

Contact center operations

Communication & stakeholder management

Data analysis & BI tools

Education

Bachelor's degree in Business, Information Systems, Healthcare Administration, or related field

Tools

Talkdesk

Talkdesk Studio

AI/QA modules

WFM/WFO tools

CRM integrations

Power BI

Tableau

Job description

Alignment Health is seeking a Telecom Product Manager to own the Telecom platform lifecycle and roadmap, collaborating with Operations, IT, and clinical teams to deliver scalable solutions. You will drive AI and automation to improve agent and member experiences while maintaining governance and regulatory alignment.

You will partner with stakeholders to translate needs into platform features, design considerations, and measurable improvements, ensuring successful delivery and adoption across the