Product Owner with Contact Center- R01571767

• 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.

Primary Skills

• CSPO

Job requirements About Brillio

• Brillio is one of the fastest-growing digital technology service providers and a trusted partner to Fortune 1000 companies seeking to transform disruption into competitive advantage through innovative digital adoption. Brillio's professionals, known as "Brillians," combine deep technology expertise, design thinking, and a strong commitment to client success to deliver transformative outcomes.
• Recognized year after year as a Great Place to Work®, Brillio continues to attract top talent by offering opportunities to work on cutting-edge technologies and impactful digital transformation initiatives.

Required Qualifications

• 7+ years of product management experience, with at least 3 years leading initiatives in contact center platforms or voice automation.
• Strong nice to have: 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.

• Direct experience with Amazon Connect, Avaya, Genesys, or Cisco telephony platforms and their migration to cloud-based enviro

Remote position based in EST or CST.

Know more about Brillio: https://www.brillio.com/join-us/

PPE: https://www.brillio.com/platform-and-product-engineering/

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. Brillio's relentless commitment to providing an exceptional experience to its Brillians and nurturing their full potential consistently garners them the Great Place to Work® certification year after year.

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