Program Manager - Contact Center

Role: Program Manager - Contact Center

Location: McKinney, Texas (Hybrid)

Type: Contract

Overview

• 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

• 10+ 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.
• Strong leadership and stakeholder management skills with the ability to drive alignment across business and IT teams.

Preferred Qualifications

• Experience in insurance industry
• Familiarity with AI-enabled contact center capabilities such as virtual agents, call summarization, and conversational analytics.
• PMP or Agile certifications preferred.