Brillio 2 Senior Product Owner at Brillio leading migration of legacy contact center platforms to Amazon Connect focused on healthcare payer operations. Drives digital transformation and compliance.
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.
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.
Qualification
Strong nice to haveSolid knowledge of HIPAAExperience with voice UXExpertise in agile frameworksBachelor’s degree in Computer ScienceDirect experience with Amazon ConnectRemote position based in EST or CSTKnow more about BrillioPPE
Required
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.
Bachelor’s degree in Computer Science, Information Systems, Healthcare Administration, or related field required.
Preferred
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/
Brillio is an equal opportunity employer to all, regardless of age, ancestry, colour, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding, and related medical conditions), and sexual orientation.
