Associate Director, Product Management - Contact Center Modernization (Healthcare Payer) at Brillio

St. Louis, Missouri, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

HealthcareIndustries

Requirements

7+ years of product management experience, with at least 3 years leading initiatives in contact center platforms or voice automation within a healthcare payer setting
Strong understanding of healthcare call center operations, including member services, provider support, care management, and utilization review
Proven experience with Amazon Connect migration projects, including integration with AWS services, telephony architecture, and IVR design
Solid knowledge of HIPAA, PHI handling, and security best practices in cloud communications
Experience with voice UX, IVR design, and contact center reporting/analytics
Strong business and technical acumen with the ability to translate complex requirements into clear user stories and product features
Demonstrated success influencing cross-functional teams, executive stakeholders, and vendor partners
Expertise in agile frameworks, especially SAFe or Scrum, and tools like JIRA, Confluence, and Productboard
Bachelor’s degree in Computer Science, Information Systems, Healthcare Administration, or related field required

Responsibilities

Lead the end-to-end migration of legacy contact center systems (e.g., Avaya, Cisco) to Amazon Connect, from discovery and planning through execution and rollout
Define and execute the product strategy and roadmap for contact center modernization, aligning with enterprise goals, user needs, and compliance requirements
Collaborate with IT, telephony/voice infrastructure teams, business operations, clinical teams, and customer service leadership to define functional and technical requirements
Serve as the primary voice of the customer (members, providers, internal users) in developing contact center features, IVR flows, routing logic, and integration with downstream systems (e.g., CRMs, case management tools, claims systems)
Evaluate and optimize customer journeys across voice and digital channels (chat, SMS, email), ensuring seamless and empathetic support experiences
Leverage AWS ecosystem tools (e.g., Lex, Lambda, Connect Flows, Contact Lens) to enable smart routing, automation, sentiment analysis, and real-time analytics
Develop and track key KPIs and performance metrics (e.g., average handle time, NPS, first call resolution, abandonment rates) to ensure quality and efficiency
Own vendor relationships, contracting, and governance for telephony, transcription, workforce management, and analytics tools
Champion agile methodologies, backlog prioritization, and sprint execution across cross-functional teams
Drive change management, training, and adoption strategies across operational teams to ensure successful platform transition

Skills

Key technologies and capabilities for this role

Amazon ConnectAvayaCiscoAWS LexAWS LambdaConnect FlowsContact LensIVR FlowsRouting LogicCRM IntegrationClaims SystemsHealthcare ComplianceProduct RoadmapDigital TransformationKPIs

Questions & Answers

Common questions about this position

What experience level is required for this role?

The position requires 7+ years of product management experience, with at least 3 years leading initiatives in contact center platforms or voice automation within a healthcare payer setting.

What are the key technical skills needed for this position?

Candidates need proven experience with Amazon Connect migration projects, including integration with AWS services like Lex, Lambda, Connect Flows, and Contact Lens, along with knowledge of telephony architecture and IVR design.

Is knowledge of healthcare regulations required?

Yes, solid knowledge of HIPAA, PHI handling, and security best practices in cloud communications is required, along with understanding of healthcare payer operations like member services and provider support.

What is the work arrangement or location for this role?

This information is not specified in the job description.

What is the salary or compensation for this position?

This information is not specified in the job description.

Brillio

Technology consulting for digital transformation

About Brillio

Brillio helps businesses with their digital transformation by providing technology consulting services. The company focuses on creating customized digital solutions that utilize artificial intelligence and cloud technologies to meet the specific needs of each client. This includes improving operational efficiency and enhancing user experiences through real-time responses and better workflows. Brillio serves a variety of clients, including large Fortune 500 companies, with a strong emphasis on the healthcare sector. Unlike many competitors, Brillio's approach is centered on developing bespoke solutions that give clients a competitive advantage, aiming to help them evolve into 'generative enterprises.' The company's goal is to drive significant improvements in business operations and outcomes through its consulting services and technology implementations.

Edison, New JerseyHeadquarters

2014Year Founded

LATE_VCCompany Stage

Consulting, AI & Machine Learning, HealthcareIndustries

1,001-5,000Employees

Benefits

Remote Work Options

Risks

High competition in tech may impact Brillio's talent acquisition and service scaling.

Over-reliance on healthcare exposes Brillio to sector-specific regulatory and funding risks.

Expansion into new markets may stretch resources, leading to potential operational inefficiencies.

Differentiation

Brillio specializes in bespoke digital solutions for diverse industries, focusing on AI and cloud.

The company is recognized as an Enterprise Innovator in healthcare payer services.

Brillio's Cloud and AI Studio aims to modernize enterprise IT systems and optimize workflows.

Upsides

Increased demand for AI-driven healthcare solutions boosts Brillio's market potential.

Expansion in India enhances service delivery and innovation through a growing tech talent pool.

Recognition in Open Banking IT Services highlights Brillio's role in financial digital transformation.

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