Program Manager, Delivery - CCaaS
Core
Lead end-to-end delivery of business-critical contact center solutions (CCaaS) from planning to deployment and handoff.
Role type
Senior Program Manager, Delivery
Builds
Contact center technology programs and solutions
Domain
Telecommunications / Customer Experience (CX)
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Program management, contact center solution deployment, cross-functional team leadership, stakeholder management, financial acumen, risk and issue management, change control, Agile/hybrid delivery lifecycle management, vendor and carrier dependency management
Preferred skills
PMP, SAFe Agilist, Scrum Master, ITIL certifications, AI tool adoption
Technologies
Genesys, Amazon Connect, Five9, Google CES
Responsibilities
Lead end-to-end delivery of CCaaS solutions; Own program-level governance including integrated project plans and dependency management; Provide leadership to cross-functional international teams; Champion communication with internal and executive audiences; Drive Agile and hybrid delivery lifecycles; Manage project-level budgets, forecasts, and financials
Seniority
Senior, hands-on IC