Product Manager with Contact Center

Brillio is a digital technology services provider helping organizations drive digital transformation. The company is seeking a Senior Product Owner/Product Manager to lead an enterprise AWS Connect telephony migration and modernization program, defining product strategy, roadmap, and execution. The role focuses on contact center transformation, customer experience optimization, stakeholder coordination, compliance, and delivery of cloud telephony capabilities.

Responsibilities:

• Define and own the product vision, strategy, and roadmap for AWS Connect modernization initiatives
• Develop phased migration plans from legacy telephony systems to AWS Connect while minimizing business disruption
• Identify emerging contact center technologies and best practices to improve member and agent experiences
• Align product priorities with organizational goals and customer service objectives
• Establish KPIs, success metrics, and business outcomes to measure modernization effectiveness
• Define reusable business capabilities that promote standardization while supporting Line of Business (LOB) flexibility
• Prioritize migration activities and backlog items to maximize business value
• Partner closely with engineering, cloud infrastructure, and operations teams to ensure successful implementation and adoption of AWS Connect solutions
• Collaborate with Customer Service, IT, Compliance, Security, and Operations teams to align business and technical requirements
• Coordinate with AWS, implementation partners, and third-party vendors for successful integration and deployment
• Communicate program progress, milestones, risks, and dependencies to executive leadership and stakeholders
• Drive improvements in agent productivity and member experience using AWS Connect capabilities including AI, automation, analytics, and omnichannel support
• Lead initiatives related to IVR modernization, self-service capabilities, intelligent routing, and chatbot integrations
• Continuously monitor platform performance and identify opportunities for optimization
• Ensure all solutions comply with healthcare regulations, security standards, and data privacy requirements
• Develop mitigation plans for migration-related risks
• Implement best practices for call recording, quality monitoring, retention policies, and operational governance

Requirements:

• 10+ years of experience in Product Management, Contact Center Transformation, Cloud Telephony, or related domains
• Strong experience leading AWS Connect implementations, migrations, and modernization initiatives
• Deep understanding of: AWS Connect, IVR Platforms, Automatic Call Distribution (ACD), Contact Center Operations, Workforce Management Solutions, Omnichannel Customer Engagement
• Proven success leading large-scale technology transformation programs within enterprise environments
• Experience integrating AWS Connect with CRM and customer service platforms such as Salesforce, ServiceNow, Zendesk, or similar systems
• Experience implementing AI-powered customer service solutions, automation, and chatbot integrations
• Strong analytical skills with the ability to define, measure, and communicate business outcomes
• Excellent stakeholder management, communication, and leadership skills
• Hands-on experience working within Agile/Scrum environments