[Remote] AWS Connect Product Manager

Note: The job is a remote job and is open to candidates in USA. VySystems is seeking a strategic and execution-oriented Senior Product Owner to lead a large-scale AWS Connect Telephony Migration & Modernization Program for a major healthcare payer organization. The role involves defining the product vision, roadmap, and execution strategy for migrating legacy telephony platforms to AWS Connect, while collaborating with various teams to ensure successful implementation and adoption.ResponsibilitiesDefine and own the product vision, strategy, and roadmap for AWS Connect modernization initiativesDevelop phased migration plans from legacy telephony systems to AWS Connect while minimizing business disruptionIdentify emerging contact center technologies and best practices to improve member and agent experiencesAlign product priorities with organizational goals and customer service objectivesEstablish KPIs, success metrics, and business outcomes to measure modernization effectivenessDefine reusable business capabilities that promote standardization while supporting Line of Business (LOB) flexibilityPrioritize migration activities and backlog items to maximize business valuePartner closely with engineering, cloud infrastructure, and operations teams to ensure successful implementation and adoption of AWS Connect solutionsCollaborate with Customer Service, IT, Compliance, Security, and Operations teams to align business and technical requirementsCoordinate with AWS, implementation partners, and third-party vendors for successful integration and deploymentCommunicate program progress, milestones, risks, and dependencies to executive leadership and stakeholdersDrive improvements in agent productivity and member experience using AWS Connect capabilities including AI, automation, analytics, and omnichannel supportLead initiatives related to IVR modernization, self-service capabilities, intelligent routing, and chatbot integrationsContinuously monitor platform performance and identify opportunities for optimizationEnsure all solutions comply with healthcare regulations, security standards, and data privacy requirementsDevelop mitigation plans for migration-related risksImplement best practices for call recording, quality monitoring, retention policies, and operational governanceSkills10+ years of experience in Product Management, Contact Center Transformation, Cloud Telephony, or related domainsStrong experience leading AWS Connect implementations, migrations, and modernization initiativesDeep understanding of: AWS Connect, IVR Platforms, Automatic Call Distribution (ACD), Contact Center Operations, Workforce Management Solutions, Omnichannel Customer EngagementProven success leading large-scale technology transformation programs within enterprise environmentsExperience integrating AWS Connect with CRM and customer service platforms such as Salesforce, ServiceNow, Zendesk, or similar systemsExperience implementing AI-powered customer service solutions, automation, and chatbot integrationsStrong analytical skills with the ability to define, measure, and communicate business outcomesExcellent stakeholder management, communication, and leadership skillsHands-on experience working within Agile/Scrum environmentsHealthcare payer industry experienceExperience migrating from Avaya or other legacy contact center platforms to AWS ConnectKnowledge of cloud-native architectures and AWS ecosystem servicesExperience managing enterprise-scale digital transformation programsCompany OverviewVy Systems is a part of vy.ventures and is in the business of Technology consulting, Solutions, and Managed Services, providing invaluable services across many countries since 2002. It was founded in 2000, and is headquartered in Santa Clara, California, USA, with a workforce of 501-1000 employees. Its website is https://vysystems.com/.