Product Manager

Robotics Technologies is seeking a Senior Product Manager in Philadelphia to lead the modernization of legacy contact center platforms for a healthcare payer environment. This onsite role focuses on migrating existing telephony capabilities to Amazon Connect while building a scalable, cloud-native roadmap that supports compliance and stronger engagement for members and providers.

You will own end-to-end product strategy and execution for voice and digital contact center experiences, partnering across IT, telephony/voice infrastructure, business operations, clinical teams, and customer service leadership. The work also emphasizes measurable performance outcomes through clear KPIs and AWS-powered capabilities for routing, automation, analytics, and optimization.

What you’ll do

• Lead the full migration of legacy contact center systems (for example, Avaya and Cisco) to Amazon Connect, covering discovery, planning, execution, and rollout.
• Define and deliver the product strategy and roadmap for contact center modernization in alignment with enterprise goals, user needs, and compliance requirements.
• Collaborate with IT, telephony/voice infrastructure, business operations, clinical teams, and customer service leadership to define functional and technical requirements.
• Act as the primary voice of the customer (members, providers, and internal users) to shape contact center features, including IVR flows, routing logic, and integrations with downstream systems such as CRMs, case management tools, and claims systems.
• Evaluate and improve customer journeys across voice and digital channels including chat, SMS, and email, aiming for seamless and empathetic experiences.
• Use AWS ecosystem tools such as Lex, Lambda, Connect Flows, and Contact Lens to support smart routing, automation, sentiment analysis, and real-time analytics.
• Develop and monitor key KPIs and performance metrics including average handle time, NPS, first call resolution, and abandonment rates.
• Own vendor relationships, contracting, and governance for telephony, transcription, workforce management, and analytics tools.
• Champion agile delivery by driving backlog prioritization and sprint execution across cross-functional teams.
• Drive change management, training, and adoption strategies so operational teams can successfully transition to the new platform.

What you bring

• 7+ years of product management experience, including at least 3 years leading contact center platform or voice automation initiatives in a healthcare payer setting.
• Strong understanding of healthcare call center operations, including member services, provider support, care management, and utilization review.
• Proven experience delivering Amazon Connect migration projects, including AWS service integration, telephony architecture, and IVR design.
• Knowledge of HIPAA, PHI handling, and security best practices in cloud communications.
• Experience with voice UX, IVR design, and contact center reporting and analytics.
• Ability to translate complex requirements into clear user stories and product features with strong business and technical acumen.
• Track record influencing cross-functional teams, executive stakeholders, and vendor partners.
• Expertise in agile frameworks, especially SAFe or Scrum, and tools such as JIRA, Confluence, and Productboard.

Education

• Bachelor’s degree in computer science, Information Systems, Healthcare Administration, or a related field required

Tools and technologies

• Amazon Connect, AWS, Lex, Lambda, Connect Flows, Contact Lens
• HIPAA
• JIRA, Confluence, Productboard
• SAFe, Scrum