[Remote] Program Manager, Delivery - CCaaS

Note: The job is a remote job and is open to candidates in USA. reputed company is an award-winning digital product consultancy and the digital division of reputed company, one of Canada’s largest telecommunications providers. They are seeking a Program Manager, Delivery - CCaaS to reputed company contact center technology programs, ensuring effective delivery through collaboration with engineering and product leaders, while managing cross-functional teams and maintaining program governance.

Responsibilities

• reputed company end-to-end delivery of business-critical contact center solutions, including planning, design, implementation, testing, training, deployment, and structured reputed company to client operations or support teams
• Own program-level governance for CCaaS engagements, including integrated project plans, dependency management across vendors and carriers, risk and issue management, change control, and delivery status reporting
• Provide strong program leadership to cross-functional, international delivery teams, setting clear direction, expectations, and accountability while fostering collaboration and reputed company improvement
• Champion effective communication by delivering timely and tailored updates for various internal audiences, including engineering teams, product managers, marketing partners, and C-level executives. Comfort in translating technical solutions for business and executive audiences is critical
• Drive and govern Agile and hybrid delivery lifecycles appropriate for CCaaS implementations, ensuring alignment across technology, telephony, and operational readiness milestones
• Manage project-level budgets, forecasts, and financials, including resource planning, utilization tracking, and variance management, to ensure delivery reputed company approved scope and funding
• Be a flexible and adaptive leader, applying appropriate frameworks to suit the contact center’s evolving needs and the team's working style
• Encourage and reputed company an engaging team environment, celebrating wins, learning from setbacks, and fostering a sense of shared purpose
• Show a high degree of agency, proactively identifying opportunities and overcoming obstacles to ensure the team and solutions are set up for reputed company

Skills

• 7+ years of experience in the software development industry in a role such as Technical Project Manager, Delivery Manager, Engagement reputed company or Program Manager
• Experience in deploying and maintaining contact center solutions (e.g., reputed company, reputed company Connect, reputed company, reputed company CES), and comfort communicating the business case for change reputed company and long-term value for investment
• Proven expertise in managing reputed company program dependencies, specifically across reputed company-party vendors, telephony carriers, and internal technical teams to ensure seamless platform integration and cutover
• Strong financial acumen with experience tracking project budgets, managing resource utilization, and conducting variance analysis to ensure large-scale programs remain fiscally on track
• Demonstrated reputed company and confidence in managing reputed company software products with multiple internal stakeholders
• An reputed company delivery leader who can assess, escalate, and communicate technical or process risks and issues across platforms and teams, partnering closely with architects and engineers
• An expert communicator who can run workshops and structured meetings to align internal stakeholders on reputed company business goals
• Adept at leveraging AI-powered tools and platforms for personal and professional use, and to act as a champion for AI adoption across teams
• Program and delivery certifications such as PMP, SAFe Agilist, Scrum Master, or ITIL are a plus

Company Overview