Technical Product Manager – Enterprise Communications Solutions

Alignment Health

full-time

Posted on: 10/16/2025

Location Type: Remote

Location: Remote • 🇺🇸 United States

✨ AI Apply

💰 $113,332 - $169,999 per year

Mid-LevelSenior

AzureCloudETLSQLSSIS

About the role

Serve as the technical platform owner of enterprise communications responsible for the Talkdesk product implementation, administration, and integration across Alignment.
Define and drive the product roadmap and strategy.
Design and manage IVR call flows, routing logic, agent scripting, and queue structures within Talkdesk Studio.
Partner with Talkdesk and internal teams to deploy AI-driven features (chatbots, virtual agents, speech analytics and predictive routing).
Collaborate with engineering teams to implement Talkdesk APIs, webhooks, and connectors for integration with AVA, Facets, Salesforce, and other enterprise platforms.
Define and implement real-time dashboards, reporting structures, and call analytics to support CMS compliance, STAR ratings, and operational KPIs (e.g., AHT, FCR, service levels).
Monitor end-to-end claims payment workflows, ensuring accuracy and identifying opportunities for automation and efficiency.
Act as a liaison between IT, operations, compliance, and Talkdesk to ensure technical solutions support Member, Provider and Broker experience teams and workflows.
Ensure all configurations meet HIPAA and CMS Medicare Advantage requirements, including call recording, member authentication, audit reporting, and retention standards.
Collaborate with DTS, Operations, Finance, and Compliance leadership to resolve production issues and deliver enhancements.
Act as SME for internal stakeholders on Contact center features and capabilities.

5+ years of Product Management or Business Analyst experience in Medicare healthcare payer systems and/or Enterprise Communications Platforms.
Hands-on experience with Talkdesk configuration and administration (Studio, routing, IVR, roles/permissions, call flows).
Medicare call center modernization or CMS audit readiness projects.
Proven hands-on expertise with: Microsoft SQL (querying, optimization, reconciliation, audits)
Microsoft SSIS (ETL workflows and data integration)
Azure Data Factory (cloud-based pipelines and transformations).
Experience integrating or managing supplemental benefit vendors that augment Alignment’s production benefit offerings.
Solid understanding of CMS compliance requirements for member communications and Medicare materials.
Strong analytical, problem-solving, and communication skills with the ability to translate technical details into business outcomes.

Benefits

Equal Opportunity/Affirmative Action Employer
Consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity, or sexual orientation.

Tip: use these terms in your resume and cover letter to boost ATS matches.

TalkdeskIVRcall flowsrouting logicagent scriptingMicrosoft SQLMicrosoft SSISAzure Data Factorydata integrationETL workflows

analytical skillsproblem-solvingcommunication skillscollaborationstakeholder management