ServiceLink

Telephony Product Manager, Information Technology

ServiceLink

full-time

Posted on:

Location Type: Hybrid

Location: Plano • Pennsylvania • Texas • United States

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Salary

💰 $140,000 - $190,000 per year

About the role

  • 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

Requirements

  • 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
Benefits
  • Health, vision, dental and life insurance
  • 401(k) plans
  • Employee Stock Purchase Plan
  • Paid vacation and sick time
Applicant Tracking System Keywords

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

Hard Skills & Tools
Amazon Connectcall routingtelephony architectureIVR designagent desktop toolssoftphone toolscall-center operationsautomationconversational experience designself-service workflows
Soft Skills
leadershipcommunicationchange managementtraining developmenttransition planningcollaborationproblem-solvingexperience designorganizational skillssupport model development