Manager – Contact Center Transformation R

• Program Leadership
• Contact Center Transformation
• People Leadership
• Stakeholder Management
• Vendor Management & Change Management
• Strategic Planning & Budget & Resource Management

Job Description: Program Manager Contact Center Transformation

Position Summary

We are seeking an experienced Project/Program Manager to lead strategic contact center transformation initiatives from planning through execution. The ideal candidate will have extensive experience managing large-scale contact center programs leading cross-functional teams and delivering complex technology implementations. Experience with Amazon Connect (AWS Connect) delivery is highly desirable.

This role requires a strong leader who can effectively manage stakeholders drive execution mitigate risks and ensure successful delivery of business outcomes while leading geographically distributed teams.

Key Responsibilities

• Lead end-to-end delivery of complex contact center transformation programs and strategic initiatives.
• Manage multiple concurrent projects ensuring delivery on scope schedule budget and quality.
• Collaborate with business leaders technology teams operations and external partners to define project objectives and execution plans.
• Drive program governance including status reporting risk management issue resolution and executive communications.
• Lead cross-functional and geographically distributed teams to achieve project milestones.
• Partner with contact center operations to improve customer experience operational efficiency and workforce performance.
• Manage project budgets resource planning and vendor relationships.
• Establish and maintain project management best practices methodologies and documentation.
• Identify dependencies proactively manage risks and ensure timely escalation of critical issues.
• Foster collaboration accountability and continuous improvement across project teams.

Required Qualifications

• Bachelors degree in Business Information Technology Engineering or a related field.
• 8 years of project or program management experience delivering large-scale business or technology initiatives.
• Significant experience in contact center operations and transformation programs.
• Proven people management experience including leading cross-functional and matrixed teams.
• Strong stakeholder management and executive communication skills.
• Experience managing Agile Waterfall or hybrid project delivery methodologies.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.
• Strong analytical organizational and problem-solving skills.

Preferred Qualifications

• Hands-on experience delivering Amazon Connect (AWS Connect) implementations or migration programs.
• Experience with AWS cloud technologies and contact center ecosystems.
• Knowledge of CRM platforms such as Salesforce ServiceNow or Microsoft Dynamics.
• Experience working with system integrators or consulting organizations.
• PMP PgMP PMI-ACP Scrum Master or similar project management certification.

Key Competencies

• Program Leadership
• Contact Center Transformation
• People Leadership
• Stakeholder Management
• Executive Communication
• Risk & Issue Management
• Vendor Management
• Change Management
• Strategic Planning
• Budget & Resource Management
• Agile Project Delivery
• Customer Experience (CX)

Success Profile

The successful candidate is a collaborative leader with deep contact center expertise who can influence senior stakeholders lead high-performing teams and consistently deliver complex transformation programs. AWS Connect implementation experience will be considered a significant advantage.