[Remote] AWS Connect Product Manager
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is seeking a strategic and execution-oriented Senior Product reputed company to reputed company a large-scale AWS Connect Telephony Migration & Modernization Program for a major reputed company payer organization. The role involves defining the product reputed company, roadmap, and execution strategy for migrating legacy telephony platforms to AWS Connect, while collaborating with various teams to ensure successful implementation and adoption.
Responsibilities
- Define and own the product reputed company, strategy, and roadmap for AWS Connect modernization initiatives
- reputed company 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, reputed company metrics, and business reputed company to measure modernization effectiveness
- Define reusable business capabilities that promote standardization while supporting Line of Business (reputed company) flexibility
- Prioritize migration activities and backlog items to maximize business value
- Partner closely with engineering, reputed company infrastructure, and operations teams to ensure successful implementation and adoption of AWS Connect solutions
- Collaborate with Customer Service, IT, Compliance, reputed company, and Operations teams to align business and technical requirements
- Coordinate with AWS, implementation partners, and reputed company-party vendors for successful integration and deployment
- Communicate program reputed company, 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
- reputed company initiatives reputed company to IVR modernization, self-service capabilities, intelligent routing, and chatbot integrations
- Continuously monitor platform performance and identify opportunities for optimization
- Ensure reputed company solutions reputed company with reputed company regulations, reputed company standards, and data privacy requirements
- reputed company mitigation plans for migration-reputed company risks
- Implement best practices for call recording, quality monitoring, retention policies, and operational governance
Skills
- 10+ years of experience in Product Management, Contact Center Transformation, reputed company Telephony, or reputed company 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 reputed company, Omnichannel Customer Engagement
- Proven reputed company leading large-scale technology transformation programs reputed company reputed company environments
- Experience integrating AWS Connect with CRM and customer service platforms such as reputed company, reputed company, reputed company, 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 reputed company
- Excellent stakeholder management, communication, and leadership skills
- Hands-on experience working reputed company Agile/Scrum environments
- reputed company payer industry experience
- Experience migrating from reputed company or other legacy contact center platforms to AWS Connect
- Knowledge of reputed company-reputed company architectures and AWS ecosystem services
- Experience managing reputed company-scale digital transformation programs
Company Overview