Senior Product Manager - R01546915

We are seeking a strategic and execution-focused Product Manager to lead our AWS Connect Telephony Migration & Modernization Program. This role will be responsible for defining and driving the migration from legacy telephony systems (Avaya) to AWS Connect, ensuring a seamless transition, optimizing operational efficiency, and delivering an enhanced member and agent experience for a large healthcare payer. The ideal candidate will have experience in cloud-based contact center solutions, telephony infrastructure, and customer experience transformation.

 

·       Define the vision, strategy, and roadmap for the AWS Connect platform, aligning with business objectives and customer service goals.

·       Develop a phased migration plan, ensuring minimal disruption to operations while maximizing value realization.

·       Explore emerging contact center innovations and industry best practices to drive most relevant new experiences for member and agents

·       Define key performance indicators (KPIs) and success metrics to measure the impact of modernization efforts and effectiveness of new experiences

·       Define repeatable business components which will deliver standardization across plans but flexibility for LOB specific needs

·       Own prioritization of migration process from legacy telephony systems to AWS Connect, ensuring a smooth transition with minimal impact on customer service operations.

·       Work closely with engineering, cloud infrastructure, and operations teams to ensure the successful implementation and optimization of AWS Connect.

·       Partner with Customer Service, IT, Compliance, and Security teams to align business requirements, customer needs, and technical feasibility.

·       Work with vendors, third-party integrators, and AWS to ensure seamless integration and deployment.

·       Communicate program progress, risks, and key updates to senior leadership and stakeholders, ensuring alignment with business objectives.

·       Identify opportunities to enhance the agent and customer experience by leveraging AWS Connect’s AI/ML, automation, and analytics capabilities.

·       Define and implement self-service capabilities, IVR enhancements, and omnichannel communication strategies to improve efficiency.

·       Monitor system performance, identify bottlenecks, and continuously optimize the telephony experience post-migration.

·       Ensure the migration meets compliance, security, and data privacy requirements, including PCI-DSS and other regulatory standards.

·       Proactively identify risks associated with the migration and develop mitigation strategies.

·       Implement best practices for call recording, quality monitoring, and data retention in AWS Connect.

 

·       10+ years of experience in Product Management, Cloud Telephony, or Contact Center Transformation, preferably with AWS Connect.

·       Strong understanding of cloud-based contact center platforms, telephony systems, IVR, ACD, and workforce management tools.

·       Proven experience managing complex technology migrations and working with cross-functional teams in a large-scale enterprise environment.

·       Deep knowledge of AWS Connect features, APIs, and integrations with CRM and ticketing platforms (Salesforce, ServiceNow, Zendesk, etc.).

·       Experience with AI-driven customer support tools, chatbot integration, and automation in contact centers.

·       Ability to define, track, and report on key performance metrics and business outcomes.

·       Excellent communication, stakeholder management, and leadership skills.

·       Familiarity with Agile methodologies and experience leading Agile product teams.

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