Head of Product, Contact Center

Brillio is one of the fastest growing digital technology service providers and a partner of choice for many Fortune 1000 companies seeking to turn disruption into a competitive advantage through innovative digital adoption.Brillio, renowned for its world-class professionals, referred to as \"Brillians\", distinguishes itself through their capacity to seamlessly integrate cutting‑edge digital and design thinking skills with an unwavering dedication to client satisfaction.

Brillio takes pride in its status as an employer of choice, consistently attracting the most exceptional and talented individuals due to its unwavering emphasis on contemporary, groundbreaking technologies, and exclusive digital projects. Specialization Product Management: Senior Software Development Manager

Job requirements Product Manager, Contact Center Modernization (Amazon Connect Migration - Healthcare Payer) Location: St. Position Summary 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. 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.

The ideal candidate will have a strong background in healthcare payer environments, deep experience with contact center technologies, and a proven ability to drive digital transformation initiatives in regulated industries.

Key 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.

Required Qualifications 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.

Expertise in agile frameworks, especially SAFe or Scrum, and tools like JIRA, Confluence, and Productboard.

Education Bachelor’s degree in Computer Science, Information Systems, Healthcare Administration, or related field required.

Master’s degree or certifications in Product Management, Cloud Technologies (especially AWS), or Healthcare IT preferred.

Preferred Experience Direct experience with Amazon Connect, Avaya, Genesys, or Cisco telephony platforms and their migration to cloud‑based enviro

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.

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