Senior Product Owner - Contact Center Modernization (Amazon Connect)

Location: United States; remote work based in EST or CST. Workplace: Hybrid.

Company

hirify.global is a digital technology services provider delivering digital transformation and engineering solutions for Fortune 1000 clients.

What you will do

• Lead end-to-end migration of legacy contact center platforms such as Avaya and Cisco to Amazon Connect.
• Define the product strategy, roadmap, backlog, and rollout plan for contact center modernization.
• Design contact center features, IVR flows, routing logic, voice experiences, and integrations with CRMs, case management, and claims systems.
• Use AWS services including Lex, Lambda, Connect Flows, and Contact Lens for automation, smart routing, sentiment analysis, and real-time analytics.
• Track KPIs such as average handle time, NPS, first call resolution, and abandonment rates.
• Lead vendor governance, change management, training, and adoption across operational teams.

Requirements

• 7+ years of product management experience, including at least 3 years leading contact center platform or voice automation initiatives.
• Experience with Amazon Connect migrations, AWS integrations, telephony architecture, and IVR design.
• Knowledge of HIPAA, PHI handling, and cloud communications security practices.
• Experience with voice UX, contact center reporting and analytics, and translating complex requirements into user stories.
• Experience influencing cross-functional teams, executives, and vendors.
• Expertise in SAFe or Scrum and tools such as JIRA, Confluence, and Productboard; a bachelor's degree in a related field is required.

Nice to have

• Healthcare payer or healthcare call center experience, including member services, provider support, care management, or utilization review.
• Experience with Avaya, Genesys, or Cisco telephony platforms and cloud migration.

Culture & Benefits

• Opportunity to work on digital transformation initiatives and cloud-based technologies.
• Work arrangement combines hybrid and remote options.
• Work with cross-functional technology, operations, clinical, and customer service teams.