Note: The job is a remote job and is open to candidates in USA. Centene is seeking a Senior Product Manager/Product Owner to lead the migration of legacy contact center platforms to Amazon Connect in a healthcare payer environment. The role owns product strategy and roadmap, contact center customer journeys, cross-functional coordination, and implementation tracking.
Responsibilities
- Lead end-to-end contact center migration to Amazon Connect
- Define product strategy, roadmap, and feature requirements
- Manage IVR, voice UX, call routing, and omnichannel customer journeys
- Collaborate with IT, business, operations, and technical teams
- Leverage AWS services such as Amazon Connect, Lex, Lambda, and Contact Lens
- Track KPIs including AHT, NPS, and First Call Resolution
- Manage Agile backlogs, sprint planning, vendors, and implementation
Skills
- 7+ years of Product Management / Product Owner experience
- 3+ years in contact center modernization within a healthcare payer environment
- Hands-on experience with Amazon Connect migration
- Experience with Avaya, Cisco, or Genesys contact center platforms
- Strong knowledge of IVR, telephony, voice automation, and call routing
- Healthcare domain knowledge: Member Services, Provider Support, Claims, and Care Management
- Understanding of HIPAA, PHI, and healthcare compliance
- Agile/Scrum/SAFe, JIRA, and Confluence experience
- Bachelor's degree in Computer Science, IT, Healthcare Administration, or related field
Benefits
- Hybrid/Remote work arrangement.
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