Senior Product Owner - Contact Center Modernization - R01571768

About the role

Brillio is one of the fastest-growing digital technology service providers and a trusted partner to Fortune 1000 companies seeking to transform disruption into competitive advantage through innovative digital adoption. Brillio's professionals, known as "Brillians," combine deep technology expertise, design thinking, and a strong commitment to client success to deliver transformative outcomes. Recognized year after year as a Great Place to Work®, Brillio continues to attract top talent by offering opportunities to work on cutting-edge technologies and impactful digital transformation initiatives.

We are seeking a seasoned Senior Product Manager to lead the strategic migration of our legacy contact center platforms (e.g., Avaya) to Amazon Connect, with a specific focus on healthcare payer operations. This role will be responsible for delivering scalable, cloud-native, and intelligent contact center solutions that enhance member and provider engagement, improve operational efficiency, and ensure compliance with healthcare industry standards. The ideal candidate will have a strong background in healthcare payer environments, deep experience with contact center technologies, and a proven ability to drive digital transformation initiatives in regulated industries.

Responsibilities

• Lead the end-to-end migration of legacy contact center systems (e.g., Avaya, Cisco) to Amazon Connect, from discovery and planning through execution and rollout.
• Define and execute the product strategy and roadmap for contact center modernization, aligning with enterprise goals, user needs, and compliance requirements.
• Collaborate with IT, telephony/voice infrastructure teams, business operations, clinical teams, and customer service leadership to define functional and technical requirements.
• Serve as the primary voice of the customer (members, providers, internal users) in developing contact center features, IVR flows, routing logic, and integration with downstream systems (e.g., CRMs, case management tools, claims systems).
• Evaluate and optimize customer journeys across voice and digital channels (chat, SMS, email), ensuring seamless and empathetic support experiences.
• Leverage AWS ecosystem tools (e.g., Lex, Lambda, Connect Flows, Contact Lens) to enable smart routing, automation, sentiment analysis, and real-time analytics.
• Develop and track key KPIs and performance metrics (e.g., average handle time, NPS, first call resolution, abandonment rates) to ensure quality and efficiency.
• Own vendor relationships, contracting, and governance for telephony, transcription, workforce management, and analytics tools.
• Champion agile methodologies, backlog prioritization, and sprint execution across cross-functional teams.
• Drive change management, training,