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Senior Product Owner
Ref No.: 26-00156
Position Type:Contract
Role: Senior Product Owner
Location: Remote Role
Contract Role

  • Contact centre experience
  • Migration experience
  • Avaya to Amazon connect experience
  • Only citizen for this role

We are seeking a strategic and execution-focused Product Owner to lead our AWS Connect
Telephony Migration & Modernization Program. This role will be responsible for defining and driving
the migration from legacy telephony systems (Avaya) to AWS Connect, ensuring a seamless
transition, optimizing operational efficiency, and delivering an enhanced member and agent
experience for a large healthcare payer. The ideal candidate will have experience in cloud-based
contact center solutions, telephony infrastructure, and customer experience transformation.
Required Qualifications & Experience
  • 10+ years of experience in Product Management, Cloud Telephony, or Contact Center
  • Transformation, preferably with AWS Connect.
  • Strong understanding of cloud-based contact center platforms, telephony systems, IVR, ACD,
  • and workforce management tools.
  • Proven experience managing complex technology migrations and working with cross-
  • functional teams in a large-scale enterprise environment.
  • Deep knowledge of AWS Connect features, APIs, and integrations with CRM and ticketing
  • platforms (Salesforce, ServiceNow, Zendesk, etc.).
  • Experience with AI-driven customer support tools, chatbot integration, and automation in
  • contact centers.
  • Ability to define, track, and report on key performance metrics and business outcomes.
  • Excellent communication, stakeholder management, and leadership skills.
  • Familiarity with Agile methodologies and experience leading Agile product teams.
Key Responsibilities
Product Strategy & Roadmap
  • Define the vision, strategy, and roadmap for the AWS Connect platform, aligning with
  • business objectives and customer service goals.
  • Develop a phased migration plan, ensuring minimal disruption to operations while
  • maximizing value realization.
  • Explore emerging contact center innovations and industry best practices to drive most
  • relevant new experiences for member and agents
Program Execution & Delivery
  • Define key performance indicators (KPIs) and success metrics to measure the impact of
  • modernization efforts and effectiveness of new experiences
  • Define repeatable business components which will deliver standardization across plans but
  • flexibility for LOB specific needs
  • Own prioritization of migration process from legacy telephony systems to AWS Connect,
  • ensuring a smooth transition with minimal impact on customer service operations.
  • Work closely with engineering, cloud infrastructure, and operations teams to ensure the
  • successful implementation and optimization of AWS Connect.

Stakeholder & Cross-Functional Collaboration
  • Partner with Customer Service, IT, Compliance, and Security teams to align business
  • requirements, customer needs, and technical feasibility.
  • Work with vendors, third-party integrators, and AWS to ensure seamless integration and
  • deployment.
  • Communicate program progress, risks, and key updates to senior leadership and
  • stakeholders, ensuring alignment with business objectives.
Customer Experience & Optimization
  • Identify opportunities to enhance the agent and customer experience by leveraging AWS
  • Connect's AI/ML, automation, and analytics capabilities.
  • Define and implement self-service capabilities, IVR enhancements, and omnichannel
  • communication strategies to improve efficiency.
  • Monitor system performance, identify bottlenecks, and continuously optimize the telephony
  • experience post-migration.
Risk Management & Compliance
  • Ensure the migration meets compliance, security, and data privacy requirements, including
  • PCI-DSS and other regulatory standards.
  • Proactively identify risks associated with the migration and develop mitigation strategies.
  • Implement best practices for call recording, quality monitoring, and data retention in AWS
  • Connect.