Job ID: JOB_ID_2399
Role Overview: Product Owner – AWS Connect Migration
We are seeking a highly strategic and execution-oriented Product Owner to spearhead our AWS Connect Telephony Migration and Modernization Program. This critical role is designed for a leader who can bridge the gap between complex technical infrastructure and superior customer experience. As the Product Owner, you will be the primary driver for transitioning our legacy telephony systems, specifically Avaya, to a modern, cloud-based AWS Connect environment. This transformation is central to our mission of optimizing operational efficiency and delivering a world-class member and agent experience for a major healthcare payer organization.
Key Responsibilities and Strategic Impact
- Define and communicate a clear product vision and roadmap for the AWS Connect migration, ensuring alignment with broader organizational goals and stakeholder expectations.
- Lead the end-to-end migration process from legacy Avaya systems to AWS Connect, managing technical complexities while minimizing disruption to contact center operations.
- Collaborate closely with cross-functional teams, including cloud architects, telephony engineers, and customer experience designers, to build a robust and scalable contact center solution.
- Prioritize the product backlog based on business value, technical feasibility, and user impact, ensuring the development team is always working on the most critical features.
- Act as the primary point of contact for stakeholders, providing regular updates on program progress, risks, and milestones.
- Drive the adoption of cloud-native features within AWS Connect to enhance agent productivity and member satisfaction through advanced routing, analytics, and AI integration.
- Oversee the development of user stories, acceptance criteria, and functional requirements to guide the engineering team through iterative development cycles.
- Ensure the migrated system meets all compliance and security standards required within the healthcare payer industry.
Technical and Professional Requirements
- Proven experience as a Product Owner or Product Manager within a contact center or telephony environment.
- Mandatory hands-on experience or deep functional knowledge of AWS Connect and legacy Avaya telephony infrastructure.
- Strong understanding of cloud-based contact center solutions (CCaaS) and their integration with CRM and data platforms.
- Experience working within the healthcare payer domain is highly preferred, with an understanding of member services and agent workflows.
- Excellent communication and leadership skills, with the ability to influence stakeholders at all levels of the organization.
- Proficiency in Agile methodologies and tools such as Jira or Azure DevOps for backlog management.
- Demonstrated ability to manage large-scale migration projects with multiple dependencies and high visibility.
Special Requirements
AWS Connect and Avaya Experience is mandatory. Please share only US Citizens. 4-5 positions available.
Compensation & Location
Salary: $145,000 – $185,000 per year (Estimated)
Location: St Louis, MO
Recruiter / Company – Contact Information
Recruiter / Employer: HAN Staffing
Email: arbazqureshi@hanstaffing.com
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