Product Owner – Contact Center

🔥 17 hours ago

🏰 Missouri – Remote

🏰 Missouri – Remote

💵 $80 - $85 / hour

⏳ Contract/Temporary

🟠 Senior

🔴 Lead

📞 Call Center Representative

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Brillio

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

🛡️ Insurance

📦 Logistics

💰 Private Equity Round on 2019-01

Healthcare • Insurance • Logistics

Brillio is a technology consulting company that specializes in driving digital transformation for businesses across various industries such as banking, financial services, insurance, life sciences, telecom and media, healthcare, and retail. They focus on customer experience transformation, data and AI, product and platform engineering, and provide infrastructure, cloud, and security solutions. With an emphasis on engineering digital products and leveraging generative AI, Brillio aims to provide bespoke solutions that help businesses thrive in the age of AI and technological disruption. They also offer services to help businesses adapt to new technological challenges and turn disruptions into competitive advantages.

📋 Description

• 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 • Collaborate with IT, telephony/voice infrastructure, business operations, clinical teams, and customer service leadership to define requirements • Represent members, providers, and internal users in developing contact center features, IVR flows, routing logic, and downstream integrations • 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 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 • Drive change management, training, and adoption strategies for operational teams

🎯 Requirements

• 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 • 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 • 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

🏖️ Benefits

• Great Place to Work® certification • Opportunities to work on cutting-edge technologies and impactful digital transformation initiatives

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