Tech Stack

Description

As our CCaaS Program Manager, you will lead the governance, lifecycle, and operational extensibility of our contact center platform as we modernize our ecosystem. You'll sit at the intersection of Operations, Product, Engineering, and vendors to ensure what we build today can be sustained and scaled tomorrow.

Requirements

• 5+ years leading large-scale technology or contact center transformation programs
• Hands-on experience with modern CCaaS platforms (Genesys Cloud, NICE, CXOne, Salesforce)
• Experience building governance frameworks balancing agility with compliance
• Strong program management fundamentals
• Systems mindset focused on lifecycle, sustainability, and shared ownership

Responsibilities

• Lead governance and lifecycle management for CCaaS platform
• Partner cross-functionally to deliver routing, telephony, and omnichannel initiatives
• Translate business needs into scalable program plans
• Establish program-level controls for timelines, risk, dependencies, and compliance
• Drive responsible onboarding of new tools and integrations