Telephony Product Manager, Information Technology at ServiceLink

Plano, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

14 Jul, 26

Salary

190000.0

Posted On

15 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Amazon Connect, Product Management, Program Management, Telephony Architecture, Contact Center Operations, IVR Design, Voice AI, Call Routing, Automation, Conversational Experience Design, Change Management, Unified Communications, Workflow Optimization, Data-driven Decision Making, Stakeholder Collaboration

Industry

Financial Services

Description

Overview Are you a forward-thinking technology professional who thrives on improving customer experience through intelligent automation? ServiceLink, the nation’s premier provider of tech-enabled mortgage services, is seeking a a highly skilled Product / Program Manager, who is experienced on Amazon Connect to drive the modernization of our enterprise telephony and contact-center ecosystem. This role will manage the transition to a unified platform that improves customer experience, simplifies routing, strengthens analytics, and enhances operational efficiency. The ideal candidate brings deep experience in on Amazon Connect and contact-center technology and operations, strong product/program leadership, and cross-functional collaboration. If you're excited to modernize voice infrastructure and build scalable, data-driven workflows, you’ll thrive in our fast-paced, innovation-driven environment. There’s never been a better time to join ServiceLink - a company committed to growth, technology, and the success of every employee. A DAY IN THE LIFE In this role, you will… Lead the Enterprise Telephony Modernization Program Own the full modernization lifecycle: discovery, design, implementation, cutover, and legacy decommissioning. Design a roadmap spanning platform migration, routing redesign, IVR development, analytics, and enterprise readiness. Ensure platform stability and business continuity throughout the transition. Work with internal teams to implement voice AI where applicable Simplify and Modernize Number & Routing Architecture Redesign routing to eliminate manual workflows and reduce misroutes. Standardize branding, messaging, and routing logic across business units. Modernize IVR and Customer Experience Lead the creation of an intelligent, intent-based conversational IVR. Implement self-service automation for high-volume, low-complexity intents. Reduce wait times & abandonment and improve first-contact resolution through better experience design. Change Management & Enterprise Rollout Develop and execute communication, training, and transition plans for internal users. Ensure supervisors, agents, and support teams are fully prepared for new workflows and tools. Build a sustainable support model post go-live. WHO YOU ARE You possess … 2+ years on Amazon Connect 5+ years leading contact-center, telephony, or unified communications transformation programs. Strong understanding of call routing, telephony architecture, IVR design, agent desktop and softphone tools, and call-center operations. Background in automation, conversational experience design (omni channel – web, text, in-app etc.) or self-service workflows. Experience implementing voice AI technologies/stack. Responsibilities Lead the Enterprise Telephony Modernization Program Own the full modernization lifecycle: discovery, design, implementation, cutover, and legacy decommissioning. Design a roadmap spanning platform migration, routing redesign, IVR development, analytics, and enterprise readiness. Ensure platform stability and business continuity throughout the transition. Work with internal teams to implement voice AI where applicable Simplify and Modernize Number & Routing Architecture Redesign routing to eliminate manual workflows and reduce misroutes. Standardize branding, messaging, and routing logic across business units. Modernize IVR and Customer Experience Lead the creation of an intelligent, intent-based conversational IVR. Implement self-service automation for high-volume, low-complexity intents. Reduce wait times & abandonment and improve first-contact resolution through better experience design. Change Management & Enterprise Rollout Develop and execute communication, training, and transition plans for internal users. Ensure supervisors, agents, and support teams are fully prepared for new workflows and tools. Build a sustainable support model post go-live. Qualifications 2+ years on Amazon Connect 5+ years leading contact-center, telephony, or unified communications transformation programs. Strong understanding of call routing, telephony architecture, IVR design, agent desktop and softphone tools, and call-center operations. Background in automation, conversational experience design (omni channel – web, text, in-app etc.) or self-service workflows. Experience implementing voice AI technologies/stack.

Responsibilities

Lead the enterprise telephony modernization program by managing the full lifecycle from discovery to implementation and decommissioning. Redesign routing architecture and develop intelligent, intent-based conversational IVR systems to improve customer experience and operational efficiency.