Telecom Product Manager, Contact Center Innovation

Alignment Healthcare USA, LLC in; Las Vegas (NV); On-site; USD 92,000 - 137,000; Full time

Job summary

Alignment Health is seeking a Telecom Product Manager to own the end-to-end lifecycle of the enterprise contact-center platform. You will define the roadmap, gather requirements, prioritize enhancements, and drive adoption across Operations, IT, Clinical, and Member/Provider Experience teams.

The role focuses on optimizing workflows, routing, and platform usability with a strong emphasis on AI, automation, and governance. Requires 3+ years in product management and Talkdesk experience.

Qualifications

• Strong understanding of contact-center operations, telephony workflows, and call routing fundamentals.
• Demonstrated ability to translate business needs into product requirements, process improvements, and system capabilities.
• Proficiency with data analysis and business intelligence tools to drive insights and decision-making.

Responsibilities

• Own the end-to-end product lifecycle for Telecom, including roadmap development, requirements gathering, and enhancement prioritization & execution in collaboration with Business Optimization and other departments.
• Conduct ongoing assessments of contact-center performance and user feedback to identify improvement opportunities in workflows, capabilities, routing logic, and platform usability.
• Partner with operations leaders, frontline agents, and cross-functional teams to understand business challenges and translate them into platform features, enhancements, and scalable solutions.
• Partner with Business Optimization on strategic initiatives focused on improving operational efficiency, agent experience, and member/provider experience through thoughtful use of AI, automation, and the contact center platform capabilities.
• Serve as the product liaison and subject matter expert between the business, IT, vendors, and implementation partners to drive successful design, delivery, testing, training, and adoption of the platform and its enhancements.
• Maintain platform governance, including change management protocols, release management, feature rollout communication, and post-implementation performance tracking.
• Create and maintain architectural documentation including diagrams, design decisions, and technical standards.
• Develop and maintain dashboards in system for reporting and KPIs to monitor contact-center performance, platform usage, and the impact of product enhancements.
• Ensure the contact center platform configuration, integrations, and workflows align with regulatory requirements and internal policies.
• Evaluate and recommend emerging technologies, tools, and frameworks to support ongoing innovation and modernization.
• Other duties and projects not listed above.

Skills

Talkdesk

Power BI

Tableau

Stakeholder management

Agile

Education

Bachelor’s degree in Business or Information Systems

Tools

Talkdesk Studio

Job description

Alignment Health is seeking a Telecom Product Manager to own the end-to-end lifecycle of the enterprise contact-center platform. You will define the roadmap, gather requirements, prioritize enhancements, and drive adoption across Operations, IT, Clinical, and Member/Provider Experience teams.

The role focuses on optimizing workflows, routing, and platform usability with a strong emphasis on AI, automation, and governance. Requires 3+ years in product management and Talkdesk experience.