Program Manager with IVR Nice

Program Manager with IVR Nice

Location McKenney, Dallas, Texas

Hybrid 4 days in office above

Duration 6 extendible

Job Description:

• We are seeking an experienced Program Manager to lead the end-to-end implementation and transformation of an enterprise Contact Center platform using NICE or Genesys technologies.
• This role will be responsible for standing up the platform, driving architecture and solution design, and managing integrations with enterprise core systems to enable a modern, scalable customer engagement ecosystem.
• The Program Manager will oversee the implementation of voice, digital channels, IVR, telephony infrastructure, and enterprise integrations, while coordinating across business stakeholders, IT teams, operations, and external vendors.

Key Responsibilities

• Lead the end-to-end program delivery for implementation of a NICE or Genesys contact center platform, including planning, execution, governance, and rollout.
• Drive solution design and architecture discussions across contact center platform capabilities including voice routing, digital channels, workforce optimization, call recording, analytics, and reporting.
• Oversee IVR strategy and call flow design, ensuring optimal customer journeys, intelligent routing, and effective self-service capabilities.
• Lead telecommunication and telephony architecture coordination, including SIP trunks, carrier connectivity, call routing, and network readiness.
• Manage integration strategy and execution with enterprise systems such as CRM platforms, policy administration systems, claims platforms, customer data platforms, and identity services.
• Drive the design and implementation of native CRM capabilities within the contact center platform, enabling an integrated agent desktop and customer engagement workflows.
• Coordinate cross-functional teams including business operations, contact center leadership, IT architecture, engineering teams, and external vendors.
• Establish program governance, risk management, and executive reporting to ensure successful delivery aligned with business objectives.
• Manage vendor relationships including platform providers, telecom vendors, and system integrators

Required Qualifications

• 12+ years of experience in technology program management or digital transformation initiatives.
• Proven experience implementing enterprise contact center platforms such as NICE or Genesys.
• Strong knowledge of contact center architecture, IVR platforms, and telephony infrastructure.
• Experience managing complex integrations across multiple enterprise systems using APIs and middleware.
• Experience designing agent desktop solutions and CRM integrations within contact center platforms.
• Experience in insurance industry- Good to have
• Familiarity with AI-enabled contact center capabilities such as virtual agents, call summarization, and conversational analytics- Good to have.
• PMP or Agile certifications preferred- Good to have