Brillio · 15 hours ago
Product Owner with Amazon connect
United States
Full-time
Remote
Senior Level, Lead/Staff
$130K/yr - $140K/yr
10+ years expBrillio is a rapidly growing digital technology service provider known for its innovative digital adoption strategies. They are seeking a strategic and execution-focused Product Owner to lead the AWS Connect Telephony Migration & Modernization Program, ensuring a seamless transition from legacy systems to AWS Connect while optimizing operational efficiency and enhancing customer experiences.
AnalyticsArtificial Intelligence (AI)Big DataCloud ComputingConsultingEnterprise ApplicationsMachine LearningMobile
Hiring Manager
Chandrashekar H P
Responsibilities
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
Qualification
Required
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
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
Canada NewsWire
2026-01-14
Financial Express
2025-03-21
Company data provided by crunchbase