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 adoption. Brillio, 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. Brillio's 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
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 functions—ensuring 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:
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 management—from 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.
Required Qualifications:
Bachelor’s 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.
Preferred Qualifications:
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.
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