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# Senior Product Manager Salesforce CRM & Analytics (Healthcare Payer)

- **Company:** Krest Global Solutions LLC
- **Location:** Dallas, TX, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Amazon Web Services, Data Analysis, Avaya IP Phone 1140e, Cloud Computing Security, Lex (Software), Scrum Methodology, Salesforce.Com, Amazon Connect, Genesys, Functional Programming, Cisco
- **Published:** October 21, 2026
- **Apply:** https://www.thejobnetwork.com/job/bd9e7d7d-156e-4fff-829e-75e1e922beef/senior-product-manager-salesforce-crm-analytics-healthcare-payer

## About the Role

routing and automation. Drive 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. Agile Product Delivery Lead backlog, prioritization, sprint planning, and release readiness activities. Performance Management Own KPIs such as AHT, FCR, CSAT/NPS, IVR containment, and agent productivity; drive continuous improvement. Required Qualifications 10+ years Product Management; 3+ years contact center or voice automation leadership in healthcare. Strong understanding of payer operations and member/provider call center workflows. Hands-on experience with Amazon Connect migrations and IVR design. Expertise in HIPAA, PHI, and secure cloud communication frameworks. Strong stakeholder alignment and Agile delivery experience (SAFe/Scrum).

## Description

Job Description Position Summary Seeking a seasoned Senior Product Manager to lead the migration of legacy contact center platforms (Avaya, Cisco, Genesys) to Amazon Connect for a healthcare payer environment. This role owns strategy, delivery, and optimization of cloud-native, intelligent CX solutions across member services, provider support, care management, and clinical operations. Key Responsibilities Contact Center Modernization Lead end-to-end migration to Amazon Connect, from discovery to deployment and stabilization. Define modernization roadmaps aligned with CX goals, operational KPIs, and compliance needs. Oversee IVR/IVA design, routing logic, queue structures, and downstream integrations. Cross-Functional Leadership Partner with IT, customer service, clinical ops, infrastructure, and analytics teams. Represent member, provider, and agent needs in product decisions. AWS & Omnichannel Enablement Utilize Lex, Lambda, Contact Lens, Kinesis, and Connect Flows for intelligent