Product Manager (Amazon Connect)

TL;DR

Product Manager (Amazon Connect/Healthcare): Leading the strategic migration of legacy contact center platforms to Amazon Connect for healthcare payer operations with an accent on cloud-native solutions, member engagement, and regulatory compliance. Focus on designing IVR flows, optimizing customer journeys across voice and digital channels, and integrating AWS ecosystem tools like Lex and Lambda.

Location: Hybrid in St. Louis, MO, Dallas, TX, or New York, NY

Company

hirify.global is a digital engineering firm specializing in platform and product engineering to drive digital transformation.

What you will do

• Lead the end-to-end migration of legacy contact center systems (Avaya, Cisco) to Amazon Connect.
• Define and execute the product strategy and roadmap for contact center modernization.
• Collaborate with IT, telephony, and clinical teams to define functional and technical requirements.
• Evaluate and optimize customer journeys across voice and digital channels (chat, SMS, email).
• Leverage AWS tools (Lex, Lambda, Contact Lens) to enable smart routing, automation, and sentiment analysis.
• Manage vendor relationships and track KPIs such as NPS and first call resolution.

Requirements

• 7+ years of product management experience.
• 3+ years leading initiatives in contact center platforms or voice automation within a healthcare payer setting.
• Proven experience with Amazon Connect migration projects and integration with AWS services.
• Strong knowledge of HIPAA, PHI handling, and security best practices in cloud communications.
• Experience with voice UX, IVR design, and contact center reporting/analytics.
• Must be based in or be able to work hybrid in St. Louis, MO, Dallas, TX, or New York, NY.

Nice to have

• Master’s degree or certifications in Product Management, Cloud Technologies (AWS), or Healthcare IT.
• Direct experience with Avaya, Genesys, or Cisco telephony platforms.

Culture & Benefits

• Equal opportunity employer commitment.
• Opportunity to lead high-impact digital transformation in a regulated industry.
• Work within a professional digital engineering environment.