Program Manager, Delivery - CCaaS
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Key skills for this role
About the Role
TELUS Digital seeks an experienced Program Manager to lead contact center technology programs, partnering with engineering and product leaders. The role requires strong program management, client-facing skills, and expertise in CCaaS solutions like Genesys, Amazon Connect, or Five9.
Key Skills for This Role
Responsibilities
- Lead end to end delivery of business critical contact center solutions
- Own program level governance for CCaaS engagements including integrated project plans, dependency management, risk and issue management, change control, and delivery status reporting
- Provide strong program leadership to cross functional, international delivery teams
- Champion effective communication by delivering timely updates for various internal audiences
- Drive and govern Agile and hybrid delivery lifecycles appropriate for CCaaS implementations
- Manage project level budgets, forecasts, and financials
- Be a flexible and adaptive leader, applying appropriate frameworks
- Encourage and lead an engaging team environment
- Show high degree of agency, proactively identifying opportunities and overcoming obstacles
Requirements
- 7+ years of experience in software development industry as Technical Project Manager, Delivery Manager, Engagement Lead or Program Manager
- Experience deploying and maintaining contact center solutions (e.g., Genesys, Amazon Connect, Five9, Google CES)
- Proven expertise in managing complex program dependencies across third party vendors, telephony carriers, and internal teams
- Strong financial acumen with experience tracking project budgets and resource utilization
- Demonstrated empathy and confidence in managing complex software products with multiple stakeholders
- Expert communicator who can run workshops and structured meetings
- Adept at leveraging AI powered tools and platforms
Full Job Posting
Who We Are
- TELUS Digital is an award winning digital product consultancy and the digital division of TELUS.
- We design and deliver transformative customer experiences through cutting edge technology, agile thinking, and a people first culture.
- Global team across North America, South America, Central America, Europe, and APAC.
The Opportunity
- As a Program Manager, Delivery CCaaS, you’ll partner with engineering and product leaders to drive contact center technology programs from start to finish.
- Lead a cross functional team and employ effective project and change management controls.
- Highly client facing role requiring confidence leading executive discussions and delivery governance forums.
Responsibilities
- Lead end to end delivery of business critical contact center solutions.
- Own program level governance for CCaaS engagements.
- Provide strong program leadership to cross functional, international delivery teams.
- Champion effective communication by delivering timely and tailored updates.
- Drive and govern Agile and hybrid delivery lifecycles.
- Manage project level budgets, forecasts, and financials.
- Be a flexible and adaptive leader.
- Encourage and lead an engaging team environment.
- Show a high degree of agency.
Qualifications
- 7+ years of experience in 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).
- Proven expertise in managing complex program dependencies across third party vendors, telephony carriers, and internal technical teams.
- Strong financial acumen with experience tracking project budgets, managing resource utilization, and conducting variance analysis.
- 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.
- An expert communicator who can run workshops and structured meetings.
- Adept at leveraging AI powered tools and platforms.
Compensation Range
- CACAD 118.4K CACAD 148K
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