Program Manager, Delivery – CCaaS

🕒 vor 2 Monaten

🌲 North Carolina, Ohio, +2 weitere Bundesländer – Remote

🌲 North Carolina – Remote 🏈 Ohio – Remote 🍂 Massachusetts – Remote ⚔️ Virginia – Remote

💵 $124.800 - $156.000 / Jahr

⏰ Vollzeit

🟠 Senior

🔴 Experte

📋 Programmmanager

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TELUS Digital

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201 - 500 Mitarbeiter

🤝 B2B

🤖 Künstliche Intelligenz

☁️ SaaS

B2B • Artificial Intelligence • SaaS

TELUS Digital ist eine preisgekrönte Digitalberatung, die nutzerzentriertes Design, Softwareentwicklung, Data Science und generative KI kombiniert, um KI-unterstützte digitale Erlebnisse und Plattformen für globale Marken zu schaffen. Das Unternehmen bietet Dienstleistungen in den Bereichen Erlebnisstrategie, UX-Forschung und -design, Engineering und Architektur, Data Science und Engineering, digitales Marketing sowie Produkt- und Projektmanagement. Es betreibt Fuel iX™, eine unternehmensfokussierte generative KI-Engine, um Unternehmen dabei zu unterstützen, KI-Initiativen in die Produktion zu überführen. TELUS Digital legt großen Wert auf eine kollaborative Kultur, globale Einstellung und Barrierefreiheit in seinen Einstellungspraktiken.

Beschreibung

• Lead end-to-end delivery of business-critical contact center solutions, including planning, design, implementation, testing, training, deployment, and structured handoff to client operations or support teams. • Own program-level governance for CCaaS engagements, including integrated project plans, dependency management across vendors and carriers, risk and issue management, change control, and delivery status reporting. • Provide strong program leadership to cross-functional, international delivery teams, setting clear direction, expectations, and accountability while fostering collaboration and continuous improvement. • Champion effective communication by delivering timely and tailored updates for various internal audiences, including engineering teams, product managers, marketing partners, and C-level executives. Comfort in translating technical solutions for business and executive audiences is critical. • Drive and govern Agile and hybrid delivery lifecycles appropriate for CCaaS implementations, ensuring alignment across technology, telephony, and operational readiness milestones. • Manage project-level budgets, forecasts, and financials, including resource planning, utilization tracking, and variance management, to ensure delivery within approved scope and funding. • Be a flexible and adaptive leader, applying appropriate frameworks to suit the contact center’s evolving needs and the team's working style. • Encourage and lead an engaging team environment, celebrating wins, learning from setbacks, and fostering a sense of shared purpose. • Show a high degree of agency, proactively identifying opportunities and overcoming obstacles to ensure the team and solutions are set up for success.

🎯 Anforderungen

• 7+ years of experience in the software development industry in a role such as Technical Project Manager, Delivery Manager, Engagement Lead or Program Manager. • Experience in deploying and maintaining contact center solutions (e.g., Genesys, Amazon Connect, Five9, Google CES), and comfort communicating the business case for change decisions and long-term value for investment. • Proven expertise in managing complex program dependencies, specifically across third-party vendors, telephony carriers, and internal technical teams to ensure seamless platform integration and cutover. • Strong financial acumen with experience tracking project budgets, managing resource utilization, and conducting variance analysis to ensure large-scale programs remain fiscally on track. • Demonstrated empathy and confidence in managing complex software products with multiple internal stakeholders. • An experienced delivery leader who can assess, escalate, and communicate technical or process risks and issues across platforms and teams, partnering closely with architects and engineers. • An expert communicator who can run workshops and structured meetings to align internal stakeholders on enterprise business goals. • Adept at leveraging AI-powered tools and platforms for personal and professional use, and to act as a champion for AI adoption across teams. • Program and delivery certifications such as PMP, SAFe Agilist, Scrum Master, or ITIL are a plus.

🏖️ Vorteile

• Offers Bonus • up to 20% Annual Bonus