Telecom Product Manager – Contact Center

Alignment Health

. Own the end-to-end product lifecycle for Telecom, including roadmap development, requirements gathering, and enhancement prioritization and execution .

Posted 10/6/2026full-timeRemote • United StatesMid-LevelSenior💰 $98,550 - $147,825 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing the end-to-end product lifecycle for contact-center platforms, with a strong focus on operational efficiency, user experience, and regulatory compliance. Proficient in data analysis and business intelligence tools to drive product enhancements and performance tracking.

Highest-signal resume keywords

Product ManagementContact Center OperationsData AnalysisStakeholder ManagementAgile Methodologies

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Requirements GatheringRoadmap DevelopmentPlatform UsabilityTelephony WorkflowsCall Routing FundamentalsSaaS Product LifecycleBusiness Process OptimizationPerformance TrackingChange ManagementSystem Dashboards

Soft Skills

Strong CommunicationCross-Functional LeadershipChange Management Skills

Tools & Technologies

TalkdeskPower BITableauTalkdesk StudioWFM/WFO ToolsCRM Integrations

Industry Keywords

Healthcare OperationsMedicare AdvantageRegulated IndustriesCMS RequirementsService Level Standards

Tech Stack

Tools & technologies

Tableau

About the role

Key responsibilities & impact

Own the end-to-end product lifecycle for Telecom, including roadmap development, requirements gathering, and enhancement prioritization and execution
Assess contact-center performance and user feedback to identify improvements in workflows, capabilities, routing logic, and platform usability
Partner with operations leaders, frontline agents, and cross-functional teams to translate business challenges into platform features, enhancements, and scalable solutions
Partner with Business Optimization on initiatives improving operational efficiency, agent experience, and member/provider experience through AI, automation, and contact-center capabilities
Serve as product liaison and subject matter expert between the business, IT, vendors, and implementation partners
Drive platform design, delivery, testing, training, and adoption
Maintain platform governance, change management, release management, feature rollout communication, and post-implementation performance tracking
Create and maintain architectural documentation, diagrams, design decisions, and technical standards
Develop and maintain system dashboards for contact-center performance, platform usage, and product-enhancement impact KPIs
Ensure platform configuration, integrations, and workflows align with regulatory requirements and internal policies
Evaluate and recommend emerging technologies, tools, and frameworks for innovation and modernization
May oversee contractors; otherwise, work as an individual contributor

Requirements

What you’ll need

3+ years of experience in Product Management, Business Process Optimization, or Contact Center Operations
Direct experience working with contact-center platforms (Talkdesk)
Experience gathering business requirements, leading implementations, and managing roadmaps or platforms end-to-end
Must be available to work standard business hours of 8:00 AM to 5:00 PM Pacific Time (PT)
Bachelor’s degree in Business, Information Systems, Healthcare Administration, or a related field, or 4+ years of direct relevant experience can be used to replace degree requirement
Strong understanding of contact-center operations, telephony workflows, and call routing fundamentals
Demonstrated ability to translate business needs into product requirements, process improvements, and system capabilities
Proficiency with data analysis and business intelligence tools (e.g., Power BI, Tableau)
Strong communication, stakeholder management, and change-management skills
Experience leading cross-functional initiatives and driving adoption of new tools or capabilities
Preferred: Experience within a health plan, healthcare operations, Medicare Advantage, or other regulated industries
Preferred: Experience owning a SaaS platform product lifecycle, particularly in a fast-paced, transformation-oriented environment
Preferred: Formal training in data quality or data management methodologies
Preferred: Experience with Talkdesk Studio, automations, AI/QA modules, WFM/WFO tools, or CRM integrations
Preferred: Knowledge of healthcare regulatory requirements impacting call centers (CMS requirements, CTM, service level standards)
Preferred: Experience working in an Agile or product-centric organization