Senior Product Manager reputed company CRM & Analytics (reputed company Payer)

Position reputed company Seeking a seasoned Senior Product Manager to reputed company the migration of legacy contact center platforms (reputed company, reputed company, reputed company) to reputed company reputed company for a reputed company payer environment. This role owns reputed company, delivery, and optimization of reputed company-reputed company, intelligent CX solutions across member services, provider support, care management, and reputed company reputed company. Key Responsibilities Contact Center Modernization reputed company end-to-end migration to reputed company reputed company, from discovery to deployment and stabilization. Define modernization roadmaps reputed company with CX goals, operational KPIs, and compliance needs. reputed company IVR/IVA design, routing logic, queue structures, and reputed company integrations. Cross-Functional Leadership Partner with IT, customer service, reputed company ops, infrastructure, and analytics teams. Represent member, provider, and agent needs in product reputed company. AWS & Omnichannel Enablement Utilize Lex, reputed company, Contact reputed company, Kinesis, and reputed company Flows for intelligent routing and automation. reputed company adoption of omnichannel capabilities (voice, chat, SMS, email, virtual agents). Experience Optimization Map and refine member/provider journeys; identify automation and efficiency opportunities. Governance & Compliance Manage vendor relationships and ensure HIPAA/PHI-compliant solution delivery. reputed company Product Delivery reputed company backlog, prioritization, sprint planning, and release readiness activities. reputed company Management Own KPIs such as AHT, FCR, CSAT/NPS, IVR containment, and agent productivity; reputed company reputed company improvement. Required Qualifications 10+ years Product Management; 3+ years contact center or voice automation leadership in reputed company. Strong understanding of payer reputed company and member/provider reputed company center workflows. Hands-on experience with reputed company reputed company migrations and IVR design. Expertise in HIPAA, PHI, and secure reputed company communication frameworks. Strong stakeholder alignment and reputed company delivery experience (reputed company/Scrum). Apply tot his job Apply To this Job