Senior Product Owner – Contact Center Modernization

Brillio

. Lead the end-to-end migration of legacy contact center systems, such as Avaya and Cisco, to Amazon Connect from discovery and planning through execution and rollout .

Posted 9/29/2026full-timeUnited StatesSenior💰 $150,000 - $170,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading the migration of contact center systems to Amazon Connect, with a strong focus on product strategy, user needs, and compliance. Proficient in leveraging AWS tools for automation and analytics while optimizing customer journeys across multiple channels.

Highest-signal resume keywords

Amazon Connect MigrationContact Center ModernizationAgile MethodologiesHIPAA ComplianceVoice UX Design

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Product ManagementIVR DesignTelephony ArchitectureKPI DevelopmentCloud Communications

Soft Skills

Cross-Functional CollaborationStakeholder InfluenceChange Management

Tools & Technologies

AWS LexAWS LambdaJIRAConfluenceProductboard

Industry Keywords

Healthcare Call Center OperationsMember ServicesProvider SupportUtilization ReviewPHI Handling

Tech Stack

Tools & technologies

AWSCloud

About the role

Key responsibilities & impact

Lead the end-to-end migration of legacy contact center systems, such as Avaya and Cisco, to Amazon Connect from discovery and planning through execution and rollout
Define and execute the product strategy and roadmap for contact center modernization
Align product strategy with enterprise goals, user needs, and compliance requirements
Collaborate with IT, telephony/voice infrastructure, business operations, clinical teams, and customer service leadership to define functional and technical requirements
Represent members, providers, and internal users in developing contact center features, IVR flows, routing logic, and downstream integrations
Optimize customer journeys across voice, chat, SMS, and email channels
Leverage AWS tools including Lex, Lambda, Connect Flows, and Contact Lens for routing, automation, sentiment analysis, and real-time analytics
Develop and track KPIs including average handle time, NPS, first call resolution, and abandonment rates
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 for successful platform transition

Requirements

What you’ll need

7+ years of product management experience, with at least 3 years leading initiatives in contact center platforms or voice automation
Understanding of healthcare call center operations, including member services, provider support, care management, and utilization review (listed as nice to have)
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
Direct experience with Amazon Connect, Avaya, Genesys, or Cisco telephony platforms and their migration to cloud-based environments (preferred)