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CONTRACT POSITION – PRODUCT OWNER / PRODUCT MANAGER, CONTACT CENTER MODERNIZATION
Location: St. Louis, MO / Dallas, TX / New York, NY
Work Model: Hybrid / Remote
Experience: 7+ years of Product Management experience
Domain: Healthcare Payer
Project: Legacy Contact Center Migration to Amazon Connect
We are seeking an experienced Product Owner / Senior Product Manager to lead the modernization of legacy contact center platforms, such as Avaya and Cisco, to Amazon Connect.
The role requires strong healthcare payer experience, contact center modernization expertise, and knowledge of AWS cloud technologies. The selected candidate will drive product strategy, migration execution, IVR modernization, customer journey optimization, and cross-functional delivery while ensuring compliance with healthcare security standards.
Lead end-to-end migration of legacy contact center platforms, including Avaya and Cisco, to Amazon Connect.
Define product strategy, roadmap, and modernization initiatives.
Collaborate with IT, telephony, voice infrastructure, business operations, clinical teams, and customer service leadership.
Gather requirements and translate them into user stories, product features, and functional specifications.
Design and optimize IVR flows, routing logic, and customer journeys across voice, chat, SMS, and email.
Integrate Amazon Connect with CRM, claims, case management, and other enterprise systems.
Leverage AWS services such as Lex, Lambda, Connect Flows, and Contact Lens.
Establish and monitor KPIs, including Average Handle Time, NPS, First Call Resolution, and call abandonment rates.
Manage vendor relationships, governance, and platform implementation.
Drive Agile delivery, backlog prioritization, sprint execution, change management, and user adoption.
7+ years of Product Management experience.
Minimum 3 years leading contact center platform or voice automation initiatives in a healthcare payer environment.
Strong understanding of healthcare payer operations, including member services, provider support, care management, and utilization review.
Hands-on experience leading Amazon Connect migration projects.
Knowledge of AWS services, telephony architecture, and IVR design.
Understanding of HIPAA, PHI handling, and cloud communication security.
Experience with voice UX, contact center analytics, and reporting.
Strong stakeholder management and cross-functional leadership skills.
Experience with Agile, SAFe, or Scrum methodologies.
Hands-on experience with JIRA, Confluence, and Productboard.
Bachelor's degree in Computer Science, Information Systems, Healthcare Administration, or a related discipline.
Experience with Avaya, Genesys, Cisco, and Amazon Connect.
Experience migrating legacy contact center platforms to cloud-based solutions.
Knowledge of AWS Lex, Lambda, Connect Flows, and Contact Lens.
Master's degree or certifications in Product Management, AWS, Cloud Technologies, or Healthcare IT.
Experience with vendor management, change management, and enterprise digital transformation.
At Infosat IT, we value the diversity of talents available in the market and it’s importance in the IT industry. We understand the critical need of a strong and dedicated workforce for an organization. Hence, we strive hard to serve our clients with the best in class services. We are a team of dedicated professionals, with an aim to provide One-stop solution to the evaluation and appointment of an efficient workforce. We believe in integrating our resources to help organizations meet their goals. Our passion to achieve excellence is the key to our thousands of satisfied clients around the world.
Your company can rest upon us, the complete responsibility to manage the entire IT department. Out team will undertake the management of your resources to deliver outcomes par excellence. At Infosat IT, we deliver precise and strong technical support in meeting your company’s ultimate target.
Infosat IT also provides short-term placement services, with utmost consistency and high quality. We strive to achieve complete customer satisfaction with our dedicated service. The services we offer includes, IT recruitment, project consulting and advisory, cloud computing, software testing, RPO, salesforce, and staffing solutions.
The Infosat IT team of experts and professionals have an enhanced and experienced operational efficiency. Assisting in planning your business strategies, Infosat IT ensures a steep increase in the overall productivity of our clients.Analyzing the requirements of our clients, and preparing an ideal strategy as per their requirements, is what we excel at. Our team of professionals has expertise in handling the IT requirements of our clients.
Persistent efforts and quality administration can help bring out the true potential in you and your company. Hiring us will lessen your burden, to produce an ideal professional outcome.
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