Program Manager IT IV (Contact Centre Transformation)
Program Manager IT IV (Contact Centre Transformation)
Posted on :
26-08-2025
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1 Vacancy
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Job Description
Program Manager IT IV (Contact Centre Transformation)
Strategic contract role in the insurance industry focused on large-scale contact centre transformation. Drive global technology initiatives using AWS Genesys MS Teams and GenAI in a hybrid Toronto-based environment. Collaborate with senior stakeholders and influence enterprise-wide digital change.
What is in it for you:
Salaried: $90-95 per hour.
Incorporated Business Rate: $110-115 per hour.
3-month contract (37.5 hours/week).
Location: Toronto ON.
Schedule: Monday to Friday 9am 5pm.
Hybrid: 3 days per week in-office.
Potential for extension or permanent hire.
Responsibilities:
Manage program scope timeline and resources to deliver technical outcomes in a large-scale contact centre transformation.
Coordinate multiple technical sub-workstreams from initiation to implementation.
Engage cross-functional internal stakeholders and external vendors to define and execute a technology roadmap beyond 2026.
Maintain and contribute to program RAID logs assess risks and issues and recommend mitigating actions.
Prepare executive-level presentations and workstream updates.
Identify areas for improvement in processes and architecture providing recommendations to leadership.
Ensure effective and timely communication with teams sponsors and leadership.
Define technical resource needs establish goals and support team development.
Document lessons learned to guide future initiatives.
Share expertise and documentation practices across delivery teams.
Maintain a strategic perspective with a strong vision for alternative delivery approaches.
What you will need to succeed:
A post-secondary degree and/or Master s in Business Engineering Computer Science or an equivalent field.
Demonstrated experience in contact centre technology program delivery and change management.
Expertise in communicating technical concepts to non-technical audiences with strong oral and written communication skills.
Proficiency in Microsoft PowerPoint and Excel.
Strong business acumen with the ability to engage executive stakeholders effectively.
Comfortable collaborating across time zones including with teams in Asia.
Strong influencing and collaboration skills.
Excellent attention to detail with the ability to multitask and manage priorities.
Proficiency in PowerBI SharePoint and other program management tools is an asset.
Experience integrating business and technology teams is preferred.
Knowledge of emerging contact centre technologies.
Familiarity with working across global regions and time zones.
Why Recruit Action
Recruit Action (agency permit: AP-2504511) provides recruitment services through quality support and a personalized approach to job seekers and businesses. Only candidates who match hiring criteria will be contacted.
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Employment Type
Full Time
Key Skills
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