Senior Program Manager
Core
Leading a strategic program to migrate and implement Genesys Cloud CX for international contact centers, ensuring controlled migration, business adoption, and operational continuity.
Role type
Senior Program Manager (CCaaS Platform Migration)
Builds
Genesys Cloud CX platform and integrated contact center operations
Domain
Contact Center as a Service (CCaaS), Telecommunications, Customer Experience
Required skills
Program management, Genesys Cloud CX migration, International program coordination, CRM integration, Change management, Budget and resource management, Stakeholder management, Risk management, Operational transition, Performance metrics definition
Preferred skills
Genesys Engage/PureConnect migration experience, AI in Contact Center, Regulated sector experience, PMP/MSP/PRINCE2 certification, Salesforce Service eCare, Digital transformation programs, Vendor management
Technologies
Genesys Cloud CX, Salesforce, CRM, Case Management Systems, Data Platforms, Reporting Tools
Responsibilities
Lead end-to-end migration and implementation of Genesys Cloud CX, Define and manage integrated program plans and governance, Coordinate migration waves across countries and centers, Supervise Contact Center functionalities and integrations, Manage budgets, resources, risks, and incidents, Align IT, security, operations, and change management teams, Prepare business adoption and training, Report to executives and track performance indicators, Standardize processes across countries, Ensure delivery quality and platform stabilization
Seniority
Senior, hands-on IC
