Brillio · 2 weeks ago
Associate Director, Product Management - Contact Center Modernization (Healthcare Payer)
United States
Full-time
Remote
Senior Level, Lead/Staff, Director/Executive
7+ years expBrillio is seeking a seasoned Product Manager to lead the strategic migration of legacy contact center platforms to Amazon Connect, with a focus on healthcare payer operations. This role involves delivering scalable, cloud-native contact center solutions that enhance engagement, improve efficiency, and ensure compliance with healthcare standards.
AnalyticsArtificial Intelligence (AI)Big DataCloud ComputingConsultingEnterprise ApplicationsMachine LearningMobile
Responsibilities
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
Define and execute the product strategy and roadmap for contact center modernization, aligning with enterprise goals, user needs, and compliance requirements
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
Leverage AWS ecosystem tools (e.g., Lex, Lambda, Connect Flows, Contact Lens) to enable smart routing, automation, sentiment analysis, and real-time analytics
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
Champion agile methodologies, backlog prioritization, and sprint execution across cross-functional teams
Drive change management, training, and adoption strategies across operational teams to ensure successful platform transition
Qualification
Required
7+ years of product management experience, with at least 3 years leading initiatives in contact center platforms or voice automation within a healthcare payer setting
Strong understanding of healthcare call center operations, including member services, provider support, care management, and utilization review
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
Demonstrated success influencing cross-functional teams, executive stakeholders, and vendor partners
Expertise in agile frameworks, especially SAFe or Scrum, and tools like JIRA, Confluence, and Productboard
Bachelor's degree in Computer Science, Information Systems, Healthcare Administration, or related field required
Preferred
Direct experience with Amazon Connect, Avaya, Genesys, or Cisco telephony platforms and their migration to cloud-based environments
Knowledge of CRM platforms (e.g., Salesforce, ServiceNow) and their integration into contact center ecosystems
Experience designing omnichannel strategies across voice, chat, and digital self-service
Familiarity with workforce management tools and quality assurance processes for contact centers
Experience managing cross-market rollouts in multi-state health plans or Blue Cross organizations
Master's degree or certifications in Product Management, Cloud Technologies (especially AWS), or Healthcare IT preferred
Company
Brillio
Brillio is a technology consulting and technology services company focused on the implementation of digital technologies.
5001-10000 employees
H1B Sponsorship
Brillio has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (258)
2024 (240)
2023 (281)
2022 (314)
2021 (196)
2020 (406)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
The Orogen Group
2023-09-05Private Equity
2019-01-14Acquired
Leadership Team
Raj Mamodia
Chairman, Founder & CEO
Santosh Padmanabhan
Architect
Recent News
Financial Express
2025-03-21
Canada NewsWire
2025-03-12
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