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

• Bachelor's 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.