Note: The job is a remote job and is open to candidates in USA. 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
Skills
- 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
Benefits
- Remote (U.S.) OR hybrid work at any location in Dallas, TX, New York, NY, or St. Louis, MO
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