Product Manager

Mobile Apps US is seeking an experienced Product Manager to lead contact center modernization and migration from legacy Avaya/Cisco platforms to Amazon Connect. The role will define product strategy, improve IVR and customer experiences, manage agile delivery, and support adoption across business teams.

Responsibilities:

• Lead end-to-end migration from legacy contact center platforms to Amazon Connect
• Define product strategy, roadmap, and modernization initiatives
• Collaborate with IT, operations, telephony, and customer service teams
• Drive IVR, routing, voice UX, and customer journey improvements
• Leverage AWS tools such as Amazon Connect, Lex, Lambda, and Contact Lens
• Manage backlog prioritization, agile delivery, KPIs, and stakeholder communication
• Support change management and platform adoption across business teams

Requirements:

• 7+ years of Product Management experience
• 3+ years in contact center modernization or voice automation
• Hands-on experience with Amazon Connect migration projects
• Knowledge of Avaya, Cisco, Genesys, or other contact center platforms
• Experience with AWS services , IVR design, routing logic, and contact center analytics
• Strong understanding of healthcare payer operations and HIPAA/compliance
• Experience with Agile/Scrum , JIRA, and cross-functional product delivery
• CSPO or similar Product Management certification
• Experience with cloud-native contact center transformation and digital customer engagement solutions