Telephony Product Manager, Information Technology

ServiceLink

Product Manager at ServiceLink driving telephony modernization leveraging Amazon Connect and AI technologies. Lead full lifecycle projects to enhance customer experience and operational efficiency.

Posted 4/15/2026full-timePlano • Pennsylvania, Texas • 🇺🇸 United StatesJuniorMid-Level💰 $140,000 - $190,000 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

Health, vision, dental and life insurance
401(k) plans
Employee Stock Purchase Plan
Paid vacation and sick time

ATS Keywords

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Applicant Tracking System Keywords

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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