HI
Senior Product Owner
Han IT Staffing
Location not stated
Remote
Senior
7 months ago
- Avaya
- Amazon Connect
- AWS
- CRM
- Salesforce
- ServiceNow
- Zendesk
- AI
- Agile
- AI/ML
- Risk Management
- PCI DSS
7 months ago
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.
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
- 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.
- 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.
- 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.
Senior Product Owner · Han IT Staffing