Product Manager with AWS Connect

Role: Senior Product Owner – AWS Connect Telephony Migration & Modernization
Location: St.Job Type: C2C/W2/1099

Role Overview

• We are seeking a strategic and execution-oriented Senior Product Owner to lead a large-scale AWS Connect Telephony Migration & Modernization Program for a major healthcare payer organization.
• This role will be responsible for defining the product vision, roadmap, and execution strategy for migrating legacy telephony platforms (Avaya) to AWS Connect. The ideal candidate will have extensive experience in cloud contact center technologies, customer experience transformation, telephony modernization, and enterprise-scale product leadership.

Key Responsibilities

Product Strategy & Roadmap

• Define and own the product vision, strategy, and roadmap for AWS Connect modernization initiatives.
• Develop phased migration plans from legacy telephony systems to AWS Connect while minimizing business disruption.
• Identify emerging contact center technologies and best practices to improve member and agent experiences.
• Align product priorities with organizational goals and customer service objectives.

Program Execution & Delivery

• Establish KPIs, success metrics, and business outcomes to measure modernization effectiveness.
• Define reusable business capabilities that promote standardization while supporting Line of Business (LOB) flexibility.
• Prioritize migration activities and backlog items to maximize business value.
• Partner closely with engineering, cloud infrastructure, and operations teams to ensure successful implementation and adoption of AWS Connect solutions.

Stakeholder Management & Collaboration

• Collaborate with Customer Service, IT, Compliance, Security, and Operations teams to align business and technical requirements.
• Coordinate with AWS, implementation partners, and third-party vendors for successful integration and deployment.
• Communicate program progress, milestones, risks, and dependencies to executive leadership and stakeholders.

Customer Experience & Optimization

• Drive improvements in agent productivity and member experience using AWS Connect capabilities including AI, automation, analytics, and omnichannel support.
• Lead initiatives related to IVR modernization, self-service capabilities, intelligent routing, and chatbot integrations.
• Continuously monitor platform performance and identify opportunities for optimization.

Risk Management & Compliance

• Ensure all solutions comply with healthcare regulations, security standards, and data privacy requirements.
• Develop mitigation plans for migration-related risks.
• Implement best practices for call recording, quality monitoring, retention policies, and operational governance.

Required Qualifications

• 10+ years of experience in Product Management, Contact Center Transformation, Cloud Telephony, or related domains.
• Strong experience leading AWS Connect implementations, migrations, and modernization initiatives.
• Deep understanding of: AWS Connect, IVR Platforms, Automatic Call Distribution (ACD), Contact Center Operations, Workforce Management Solutions, Omnichannel Customer Engagement
• Proven success leading large-scale technology transformation programs within enterprise environments.
• Experience integrating AWS Connect with CRM and customer service platforms such as Salesforce, ServiceNow, Zendesk, or similar systems.
• Experience implementing AI-powered customer service solutions, automation, and chatbot integrations.
• Strong analytical skills with the ability to define, measure, and communicate business outcomes.
• Excellent stakeholder management, communication, and leadership skills.
• Hands-on experience working within Agile/Scrum environments.

Preferred Qualifications

• Healthcare payer industry experience.
• Experience migrating from Avaya or other legacy contact center platforms to AWS Connect.
• Knowledge of cloud-native architectures and AWS ecosystem services.
• Experience managing enterprise-scale digital transformation programs.

Key Skills

• AWS Connect
• Contact Center Modernization
• Cloud Telephony
• Product Ownership
• IVR & ACD Platforms
• Customer Experience (CX)
• AI & Automation
• Agile/Scrum
• Salesforce / ServiceNow Integrations
• Stakeholder Management
• Telephony Migration Programs
• Healthcare Domain