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Sr.Program Manager – Contact Center Transformation - R01567568

56 minutes ago
United States
Full-time
Lead
Program Manager
Project and Program Management
Agile AWS CRM Microsoft Dynamics 365 Salesforce
Apply Now
Brillio

Brillio

Brillio is a global leader in Enterprise Digital Transformation Solutions, partnering with companies to drive business improvement and competitiveness through innovative technology solutions.

IT Services
1K-5K
Founded 2014
View All Jobs 6

Description

  • Lead end-to-end delivery of complex contact center transformation programs and strategic initiatives.
  • Manage multiple concurrent projects while ensuring scope, schedule, budget, and quality targets are met.
  • Collaborate with business leaders, technology teams, operations, and external partners to define objectives and execution plans.
  • Drive program governance through status reporting, risk management, issue resolution, and executive communications.
  • Lead cross-functional and geographically distributed teams to achieve milestones and deliver outcomes.
  • 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 escalate critical issues in a timely manner.
  • Foster collaboration, accountability, and continuous improvement across project teams.

Requirements

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

Benefits

  • Equal employment opportunity regardless of age, ancestry, color, disability, gender, marital status, national origin, race, religion, or sexual orientation.
  • Opportunity to work on contemporary, groundbreaking technologies and exclusive digital projects.
  • Employer recognized with Great Place to Work® certification year after year.
  • Access to a company focused on employee growth and full potential development.

Interested in this position?

Apply directly on the company website

Apply Now

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