Telephony Product Manager, Information Technology - Remote Eligible

Product/Program Manager

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 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 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.

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.

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.