Momento USA is a global technology consulting, talent acquisition and creative development firm that addresses clients most pressing needs and challenges.
We currently looking for Product Owner /Manager, Contact Center Modernization our client location based on - St. Louis, MO / Dallas, TX / New York, NY- Hybrid. Please see the job description below for your reference.
Job Title: Product Owner /Manager, Contact Center Modernization (Amazon Connect Migration – Healthcare Payer)
Location: St. Louis, MO / Dallas, TX / New York, NY- Hybrid
Job Type : Contract
Client : Brillio
AI, Contact Center Modernization, HealthCare, Migration
Job Description:
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.
- Strong business and technical acumen with the ability to translate complex requirements into clear user stories and product features.
- Demonstrated success influencing cross-functional teams, executive stakeholders, and vendor partners.
- 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 environment.
Note: Momento USA is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
Thanks,
Vinothini
Sr. Technical Recruiter
Momento USA | Exceeding Customer Expectations
440 Benigno Blvd, Unit#A 2nd Floor. Bellmawr, NJ 08031
Interstate Business Park
Direct:
Email:
Are You LinkedIn?:
Minority Certified by SWAM
National Minority Certified by NMSDC
One of the fastest growing companies in NJ
Awarded fastest growing Asian American business by Diversitybusiness.com.
E-verified Company
Information transmitted by this e-mail is proprietary to Momento USA and/ or its Customers and is intended for use only by the individual or entity to which it is addressed, and may contain information that is privileged, confidential or exempt from disclosure under applicable law. If you are not the intended recipient or it appears that this mail has been forwarded to you without proper authority, you are notified that any use or dissemination of this information in any manner is strictly prohibited. In such cases, please notify us immediately at and delete this mail from your records.
Note: Momento USA is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
Never miss an opportunity! Create an alert based on the job you applied for.
