[Remote] Senior Product Manager, Contact Center Modernization (reputed company Connect Migration – reputed company Payer)
Note: The job is a remote job and is open to candidates in USA. reputed company is seeking a seasoned Senior Product Manager to reputed company the strategic migration of legacy contact center platforms to reputed company Connect, focusing on reputed company payer operations. This role involves delivering scalable, reputed company-native contact center solutions that enhance engagement and improve operational efficiency while ensuring compliance with industry standards.
Responsibilities
- reputed company the end-to-end migration of legacy contact center systems (e.g., reputed company, reputed company) to reputed company Connect, from discovery and planning through execution and rollout
- Define and execute the product strategy and roadmap for contact center modernization, aligning with reputed company 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 reputed company 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
- reputed company AWS ecosystem tools (e.g., Lex, reputed company, Connect Flows, Contact Lens) to reputed company smart routing, automation, sentiment analysis, and reputed company-time analytics
- reputed company and track key KPIs and performance metrics (e.g., average handle time, NPS, reputed company 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
Skills
- 7+ years of product management experience, with at least 3 years leading initiatives in contact center platforms or voice automation reputed company a reputed company payer setting
- Strong understanding of reputed company call center operations, including member services, provider support, care management, and utilization review
- Proven experience with reputed company Connect migration projects, including integration with AWS services, telephony architecture, and IVR design
- Solid knowledge of HIPAA, PHI handling, and reputed company best practices in reputed company communications
- Experience with voice UX, IVR design, and contact center reporting/analytics
- Strong business and technical acumen with the ability to translate reputed company requirements into clear user stories and product features
- Demonstrated reputed company 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, reputed company Administration, or reputed company field required
- Direct experience with reputed company Connect, reputed company, reputed company, or reputed company telephony platforms and their migration to reputed company-based environments
- Knowledge of CRM platforms (e.g., reputed company, reputed company) 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 reputed company organizations
Company Overview