Senior Product Manager/Owner

Volantsoft Inc

. Lead end-to-end migration of legacy contact center systems such as Avaya and Cisco to Amazon Connect .

Posted 10/31/2026full-timeRemote • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading contact center modernization initiatives, particularly through the migration of legacy systems to Amazon Connect. Proficient in defining product strategies, managing vendor relationships, and ensuring compliance with healthcare regulations.

Highest-signal resume keywords

Amazon Connect MigrationContact Center OperationsAgile MethodologiesIVR DesignHealthcare Compliance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Product ManagementVoice AutomationTelephony ArchitectureKPI DevelopmentUser Story Translation

Soft Skills

Cross-Functional CollaborationInfluencing StakeholdersChange Management

Tools & Technologies

AWS LexAWS LambdaJIRAConfluenceProductboard

Industry Keywords

HIPAAPHI HandlingHealthcare PayerMember ServicesCare Management

Tech Stack

Tools & technologies

AWSCloud

About the role

Key responsibilities & impact

Lead end-to-end migration of legacy contact center systems such as Avaya and Cisco to Amazon Connect
Define and execute the product strategy and roadmap for contact center modernization
Align product plans with enterprise goals, user needs, and compliance requirements
Collaborate with IT, telephony/voice infrastructure, business operations, clinical teams, and customer service leadership
Define functional and technical requirements
Represent members, providers, and internal users in developing contact center features
Develop IVR flows, routing logic, and integrations with CRMs, case management tools, and claims systems
Evaluate and optimize customer journeys across voice, chat, SMS, and email channels
Use AWS tools including Lex, Lambda, Connect Flows, and Contact Lens for routing, automation, sentiment analysis, and analytics
Develop and track KPIs such as 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
Drive change management, training, and adoption across operational teams

Requirements

What you’ll need

7+ years of product management experience
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
Experience integrating 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
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
Experience with 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 migration to cloud-based environments

Benefits

Comp & perks

Fully remote work arrangement
Opportunity to work on scalable, cloud-native, intelligent contact center solutions
Exposure to AWS ecosystem tools, healthcare technology, and digital transformation initiatives
Job-oriented training and real-time project opportunities are described as part of Volantsoft’s broader company offerings