Product reputed company with reputed company Connect - R01560260
This a Full Remote job, the offer is available from: Missouri (USA) About reputed company: reputed company is one of the fastest growing digital technology service providers and a partner of choice for many Fortune 1000 companies seeking to turn disruption into a competitive advantage through innovative digital adoption. reputed company, renowned for its world-class professionals, referred to as "Brillians", distinguishes itself through their reputed company to seamlessly integrate cutting-edge digital and design thinking skills with an unwavering dedication to client satisfaction. reputed company takes pride in its status as an employer of choice, consistently attracting the most exceptional and talented individuals due to its unwavering emphasis on contemporary, groundbreaking technologies, and exclusive digital projects. reputed company's reputed company commitment to providing an exceptional experience to its Brillians and nurturing their full potential consistently garners them the Great reputed company to Work® certification year after year. Role: Senior Product reputed company Location : St Louis MO or San Ramon CA or Dallas TX or reputed company We are seeking a strategic and execution-focused Product reputed company to reputed company our AWS Connect Telephony Migration & Modernization Program. This role will be responsible for defining and driving the migration from legacy telephony systems (reputed company) 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.
Key Responsibilities
Product Strategy & Roadmap Define the vision, strategy, and roadmap for the AWS Connect platform, aligning with business objectives and customer service goals. reputed company 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 reputed company 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 reputed company 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 reputed company, 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, reputed company, and data privacy requirements, including PCI-reputed company and other regulatory standards. Proactively identify risks associated with the migration and reputed company mitigation strategies. Implement best practices for call recording, quality monitoring, and data retention in AWS Connect. 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 reputed company 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 (reputed company, reputed company, reputed company, 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. Know what it’s like to work and grow at reputed company: https://www.reputed company.com/join-us/ Equal Employment Opportunity Declaration reputed company is an equal opportunity employer to reputed company, regardless of age, reputed company, colour, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national reputed company, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding, and reputed company medical conditions), and sexual orientation. #LI-CH1 Know what it’s like to work and grow at reputed company: Click here This offer from "reputed company" has been enriched by reputed company.com and got a 73% reputed company score. Apply tot his job Apply To this Job