Product Management Manager – HR Systems
Wells Fargo
ServiceNow
Product Owner, Telephony
EVERSANA
full-time
Posted on:
Location: Pennsylvania • 🇺🇸 United States
Visit company websiteSalary
💰 $67,500 - $94,000 per year
Job Level
Mid-LevelSenior
Tech Stack
CloudTableauVoIP
About the role
- Serve as Product Owner for the integrated NICE CXone and CRM (e.g., Salesforce) ecosystem.
- Lead the definition and execution of the product roadmap for omnichannel contact center and CRM workflows.
- Manage enhancements across voice, IVR, chat, SMS, and email channels, ensuring seamless customer and agent experiences.
- Collaborate with internal and external stakeholders to identify opportunities for automation across patient access, reimbursement, intake, triage, and therapy initiation workflows.
- Translate business needs into user stories, requirements, process maps, and acceptance criteria.
- Drive the adoption of AI-powered capabilities such as: Automated call routing; Intelligent IVR with NLP; Virtual assistants / chatbots; Predictive engagement and agent assist
- Coordinate vendor engagements (e.g., NICE, telephony partners, AI vendors) and oversee technical delivery teams.
- Support QA, UAT, training, and release readiness.
- Analyze contact center performance using KPIs and voice analytics to guide product improvements.
- Ensure compliance with HIPAA, PCI, and other relevant regulations in telephony and patient communication.
- Demonstrate a commitment to diversity, equity, and inclusion ...
- All other duties as assigned
Requirements
- 5+ years of experience in Product Ownership, Business Analysis, or Technical Program Management roles in healthcare, pharma services, or technology sectors
- Hands-on experience with NICE CXone or similar platforms (Genesys, Five9, Amazon Connect)
- Understanding of telephony architecture including ACD, IVR, SIP, VoIP, call routing, and call recording
- Strong experience with CRM systems, ideally Salesforce Health Cloud or Service Cloud
- Background in Hub Services or Patient Services operations such as enrollment, benefits verification, prior auth, adherence support
- Familiarity with AI/ML-driven automation tools for virtual agents, call deflection, and digital engagement
- Excellent skills in stakeholder engagement, requirements gathering, backlog grooming, and Agile/Scrum delivery
- NICE CXone Platform (required) Salesforce CRM (integration experience required); familiarity with call routing, IVR systems, and reporting tools
- NICE CXone admin certification or related telephony certifications (preferred)
- Experience with HIPAA, SOC2 compliance
- Exposure to other patient engagement platforms, case management tools, or healthcare automation solutions
- Knowledge of omnichannel orchestration and contact center analytics platforms (e.g., NICE Enlighten, Salesforce Einstein, Tableau)
