[Remote] Technical Product Manager – Enterprise Communications Solutions
Note: The job is a remote job and is open to candidates in USA. Alignment Health is breaking the mold in conventional health care, committed to serving seniors and those who need it most. The Technical Product Manager will drive the strategy, roadmap, and delivery of contact center technologies in a Medicare payer environment, requiring a blend of healthcare domain knowledge and technical product management skills.
Responsibilities
- Serve as the technical platform owner of enterprise communications responsible for the Talkdesk product implementation, administration, and integration across Alignment. This position will 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)
- API & Integration Development: Collaborate with engineering teams to implement Talkdesk APIs, webhooks, and connectors for integration with AVA, Facets, Salesforce, and other enteprise 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
Skills
- 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)
- Proven hands-on expertise with: Microsoft SSIS (ETL workflows and data integration)
- Proven hands-on expertise with: 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
- Bachelor's degree in Information Systems, Computer Science, Business, Healthcare Administration, or related field. 4 years additional experience may be considered in lieu of education
- Proficiency with Talkdesk APIs, webhooks, and data connectors for system integrations
- Experience with cloud-based infrastructure (Azure or AWS) to support Talkdesk integrations
- Familiarity with speech/text analytics and quality management tools within Talkdesk
- Vendor management and SLA performance oversight
- MBA or advanced degree preferred
Company Overview
- Alignment Health provides eldercare services. It was founded in 2013, and is headquartered in Orange, California, USA, with a workforce of 501-1000 employees. Its website is https://www.alignmenthealth.com.
Company H1B Sponsorship
- Alignment Health has a track record of offering H1B sponsorships, with 3 in 2025, 12 in 2024, 17 in 2023, 13 in 2022, 11 in 2021, 6 in 2020. Please note that this does not guarantee sponsorship for this specific role.
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