Brillio

Brillio is a global leader in Enterprise Digital Transformation Solutions, partnering with companies to drive business improvement and competitiveness through innovative technology solutions.

IT Services

Information Technology

1001-5000 (4500)

Founded 2014

4 open positions

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Product Owner with Contact Center- R01571767

1 day, 5 hours ago

United States

Contract

Senior

Product Owner

Product Management

Agile AWS Cisco Confluence CRM HIPAA JIRA Scrum

Apply Now

Brillio

Brillio is a global leader in Enterprise Digital Transformation Solutions, partnering with companies to drive business improvement and competitiveness through innovative technology solutions.

IT Services

1001-5000

Founded 2014

View All Jobs 4

Description

Lead end-to-end migration of legacy contact center platforms, including Avaya and Cisco, to Amazon Connect.
Define and execute the product strategy and roadmap for contact center modernization.
Partner with IT, telephony, operations, clinical, and customer service teams to define functional and technical requirements.
Represent member, provider, and internal-user needs in contact center features, IVR flows, routing logic, and system integrations.
Optimize customer journeys across voice, chat, SMS, and email channels.
Use AWS tools such as Lex, Lambda, Connect Flows, and Contact Lens to support routing, automation, sentiment analysis, and analytics.
Develop and monitor contact center KPIs, including average handle time, NPS, first-call resolution, and abandonment rates.
Manage vendor relationships, contracts, and governance for telephony, transcription, workforce management, and analytics tools.
Lead agile backlog prioritization and sprint execution across cross-functional teams.
Drive change management, training, and operational adoption for the new platform.

Requirements

7+ years of product management experience, including 3+ years leading contact center platform or voice automation initiatives.
Experience leading Amazon Connect migrations, including AWS integrations, telephony architecture, and IVR design.
Knowledge of HIPAA, PHI handling, and cloud communications security practices.
Experience with voice UX, IVR design, and contact center reporting and analytics.
Ability to translate complex business and technical requirements into user stories and product features.
Experience influencing cross-functional teams, executive stakeholders, and vendor partners.
Expertise in Agile frameworks, particularly SAFe or Scrum, and tools including JIRA, Confluence, and Productboard.
Bachelor’s degree in Computer Science, Information Systems, Healthcare Administration, or a related field.
Understanding of healthcare payer call center operations, including member services, provider support, care management, and utilization review (preferred).
Experience with Amazon Connect, Avaya, Genesys, or Cisco platforms and cloud migration (preferred).

Benefits

Remote position for candidates based in the EST or CST time zones.
Opportunity to work on cloud-based contact center transformation initiatives for healthcare payer operations.
Work with modern AWS contact center technologies and digital transformation projects.
Equal employment opportunity workplace.

Interested in this position?

Apply directly on the company website

Apply Now

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