Business Consulting Program Manager

Job Title: Business Consulting Program Manager

Location: Dallas Texas (Hybrid)

Type: Contract

• We are seeking an experienced Program Manager to lead the end-to-end implementation and transformation of an enterprise Contact Center platform using NICE or Genesys technologies.

Required Qualifications

• 12 years of experience in technology program management or digital transformation initiatives.
• Proven experience implementing enterprise contact center platforms such as NICE or Genesys.
• Strong knowledge of contact center architecture IVR platforms and telephony infrastructure.
• Experience managing complex integrations across multiple enterprise systems using APIs and middleware.
• Experience designing agent desktop solutions and CRM integrations within contact center platforms.
• Experience in insurance industry- Good to have
• Familiarity with AI-enabled contact center capabilities such as virtual agents call summarization and conversational analytics- Good to have.
• PMP or Agile certifications preferred- Good to have

Key Responsibilities

• Lead the end-to-end program delivery for implementation of a NICE or Genesys contact center platform including planning execution governance and rollout.
• Drive solution design and architecture discussions across contact center platform capabilities including voice routing digital channels workforce optimization call recording analytics and reporting.
• Oversee IVR strategy and call flow design ensuring optimal customer journeys intelligent routing and effective self-service capabilities.
• Lead telecommunication and telephony architecture coordination including SIP trunks carrier connectivity call routing and network readiness.
• Manage integration strategy and execution with enterprise systems such as CRM platforms policy administration systems claims platforms customer data platforms and identity services.
• Drive the design and implementation of native CRM capabilities within the contact center platform enabling an integrated agent desktop and customer engagement workflows.
• Coordinate cross-functional teams including business operations contact center leadership IT architecture engineering teams and external vendors.
• Establish program governance risk management and executive reporting to ensure successful delivery aligned with business objectives.
• Manage vendor relationships including platform providers telecom vendors and system integrators