Brillio LLC

Product Manager with Amazon Connect- R01566925

Dallas, Texas, United States

Sponsorship not specifiedDetected 33 days ago

AWSCybersecurityComplianceProduct ManagementProduct StrategyAgileJiraConfluenceCustomer SupportCiscoHIPAALeadership

About the role

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.

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.
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.
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.
Drive change management, training, and adoption strategies across operational teams to ensure successful platform transition.

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.
Expertise in agile frameworks, especially SAFe or Scrum, and tools like JIRA, Confluence, and Productboard.
Direct experience with Amazon Connect, Avaya, Genesys, or Cisco telephony platforms and their migration to cloud-based enviro

Define and execute the product strategy and roadmap for contact center modernization, aligning with enterprise goals, user needs, and compliance requirements.
Leverage AWS ecosystem tools (e.g., Lex, Lambda, Connect Flows, Contact Lens) to enable smart routing, automation, sentiment analysis, and real-time analytics.
Champion agile methodologies, backlog prioritization, and sprint execution across cross-functional teams.
Preferred Experience

Primary Skills
Specialization
Job requirements
Product Manager, Contact Center Modernization (Amazon Connect Migration - Healthcare Payer)

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.

https://www.brillio.com/join-us/
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. #LI-PS1

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