RemoteLeads Logo
Sign Up Sign In

Product Owner with Contact Center- R01571767

2 hours, 29 minutes ago
United States
Contract
Senior
Product Owner
Product Management
Agile AWS Cisco Confluence CRM HIPAA JIRA Scrum
Apply Now
Brillio

Brillio

Brillio is a global leader in Enterprise Digital Transformation Solutions, partnering with companies to drive business improvement and competitiveness through innovative technology solutions.

IT Services
1001-5000
Founded 2014
View All Jobs 2

Description

  • Lead end-to-end migration of legacy contact center platforms, including Avaya and Cisco, to Amazon Connect.
  • Define and execute the product strategy and roadmap for contact center modernization.
  • Partner with IT, telephony, operations, clinical, and customer service teams to define functional and technical requirements.
  • Represent member, provider, and internal-user needs in contact center features, IVR flows, routing logic, and system integrations.
  • Optimize customer journeys across voice, chat, SMS, and email channels.
  • Use AWS tools such as Lex, Lambda, Connect Flows, and Contact Lens to support routing, automation, sentiment analysis, and analytics.
  • Develop and monitor contact center KPIs, including average handle time, NPS, first-call resolution, and abandonment rates.
  • Manage vendor relationships, contracts, and governance for telephony, transcription, workforce management, and analytics tools.
  • Lead agile backlog prioritization and sprint execution across cross-functional teams.
  • Drive change management, training, and operational adoption for the new platform.

Requirements

  • 7+ years of product management experience, including 3+ years leading contact center platform or voice automation initiatives.
  • Experience leading Amazon Connect migrations, including AWS integrations, telephony architecture, and IVR design.
  • Knowledge of HIPAA, PHI handling, and cloud communications security practices.
  • Experience with voice UX, IVR design, and contact center reporting and analytics.
  • Ability to translate complex business and technical requirements into user stories and product features.
  • Experience influencing cross-functional teams, executive stakeholders, and vendor partners.
  • Expertise in Agile frameworks, particularly SAFe or Scrum, and tools including JIRA, Confluence, and Productboard.
  • Bachelor’s degree in Computer Science, Information Systems, Healthcare Administration, or a related field.
  • Understanding of healthcare payer call center operations, including member services, provider support, care management, and utilization review (preferred).
  • Experience with Amazon Connect, Avaya, Genesys, or Cisco platforms and cloud migration (preferred).

Benefits

  • Remote position for candidates based in the EST or CST time zones.
  • Opportunity to work on cloud-based contact center transformation initiatives for healthcare payer operations.
  • Work with modern AWS contact center technologies and digital transformation projects.
  • Equal employment opportunity workplace.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Quantum Health

1099 Contractor: Pharmacy Strategy and Market Intelligence Lead

Quantum Health 1001-5000 Professional Services

Lead pharmacy strategy and market intelligence in a four-month remote contract role, turning market research and claims data into executive decisions that reduce pharmacy total cost of care for 2027 and shape 2028 investments.

United States Contract Lead Product Strategist
5 hours, 14 minutes ago
HITCONTRACT

Product Owner (Fintech experienced)_cards aquiring CONTRACT (EU only)

HITCONTRACT 11-50 Professional Services

As a Senior Product Manager – Payments & Acquiring, you will own the card-acquiring proposition for card-present and e-commerce payments, driving product growth, innovation, and commercial performance under a B2B contract.

Europe Contract Senior Product Manager
$82k+
Confluence JIRA SQL
1 day, 4 hours ago
Binance

VIP Product Manager (Contractor, 12 months)

Binance 5001+ Capital Markets

Binance is hiring a VIP Product Operations professional to optimize the end-to-end VIP experience and drive acquisition, engagement, and retention across its global App and Web platforms.

Singapore Hong Kong Taiwan Contract Mid Level Product Manager
CRM
2 days, 2 hours ago
Linda Werner & Associates, Inc

Senior Product Marketing Manager IV, Product Strategy, Roadmap Influence & Privacy

Linda Werner & Associates, Inc 11-50 writing & editing

Product Marketing Manager needed for an 8-month remote contract to shape privacy, data ethics, trust, and safety product initiatives by influencing product strategy and go-to-market execution.

United States Contract Lead Product Marketing Manager
4 days, 2 hours ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers