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 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 on 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.
A DAY IN THE LIFE
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.
WHO YOU ARE
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.
