Product Manager (Telephony, Contact Center)- R
Product Manager (Telephony, Contact Center)- R
Posted on :
25-07-2025
Employer Active
1 Vacancy
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Job Description
About Brillio:
Brillio is one of the fastest growing digital technology service providers and a partner of choice for many Fortune 1000 companies seeking to turn disruption into a competitive advantage through innovative digital renowned for its world-class professionals referred to as Brillians distinguishes itself through their capacity to seamlessly integrate cutting-edge digital and design thinking skills with an unwavering dedication to client satisfaction.
Brillio takes pride in its status as an employer of choice consistently attracting the most exceptional and talented individuals due to its unwavering emphasis on contemporary groundbreaking technologies and exclusive digital projects. Brillios relentless commitment to providing an exceptional experience to its Brillians and nurturing their full potential consistently garners them the Great Place to Work certification year after year.
Primary Skills
- Telephony Contact Center
Specialization
- Contact center
Job requirements
- Define and own the product vision roadmap and strategy for telephony and contact center systems used across healthcare operations.
- Collaborate with cross-functional teams including engineering operations clinical stakeholders compliance and vendor partners to define product requirements.
- Lead end-to-end product lifecycle managementfrom ideation and prioritization to delivery and optimization.
- Analyze user behavior system performance and contact center KPIs to drive data-informed decisions and continuous improvement.
- Integrate telephony solutions (e.g. VoIP IVR ACD CTI) with healthcare platforms like EMRs CRMs and patient communication tools.
- Ensure all product features and workflows comply with HIPAA and other regulatory standards.
- Translate business needs into clear and concise product requirements and user stories.
- Work in an Agile/Scrum environment and lead sprint planning backlog grooming and release coordination.
- Evaluate and manage third-party vendor partnerships and solutions when applicable.
- Bachelors degree in Computer Science Business Healthcare Administration or related field; MBA or equivalent a plus.
- 15 years of experience in Product Management preferably within the telephony contact center or healthcare technology space.
- Strong understanding of contact center platforms (e.g. Genesys Cisco NICE Five9 Twilio) and their integration within healthcare systems.
- Proven ability to lead cross-functional teams and manage stakeholder expectations.
- Experience working with EMR/EHR systems (e.g. Epic Cerner Athenahealth) and patient engagement platforms.
- Strong analytical skills and experience with data tools such as SQL Tableau or Power BI.
- Familiarity with compliance requirements (e.g. HIPAA HITRUST) in product design and implementation.
- Experience in managing telephony migration or digital transformation initiatives in a healthcare setting.
- Knowledge of call routing IVR design call quality analytics and workforce management.
- Experience with Agile or SAFe product development frameworks.
- Ability to balance short-term needs with long-term product vision.
We are looking for an experienced Product Manager to lead the strategy development and optimization of our telephony and contact center solutions in the healthcare domain. You will be responsible for driving initiatives that enhance communication across patient support clinical services and administrative functionsensuring seamless secure and compliant experiences.
This role is ideal for someone with a strong understanding of contact center ecosystems healthcare workflows and the ability to bridge technical and business perspectives to deliver impactful product outcomes.
Key Responsibilities:
Required Qualifications:
Preferred Qualifications:
$75 - $85 an hour
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Required Experience:
IC
Employment Type
Gig
Key Skills
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