Senior Product Manager/Owner

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

✅ Product Manager

👻 Ghost score 12%

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Volantsoft Inc

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2012

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Volantsoft Inc is a Texas-based IT consulting firm founded in 2012 that delivers enterprise-grade technology solutions to commercial and government clients. The company specializes in enterprise application development and integration, cloud modernization, AI-driven solutions (including chatbots and conversational AI), mobility, quality assurance, and secure, compliant government IT services. Volantsoft focuses on accelerating digital transformation, automation, and scalable, secure architectures to drive measurable business outcomes.

📋 Description

• 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

• 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

• 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

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