Program Manager - CCaaS (Genesys)

Location: Newtown Square, PA

Work Model: Hybrid Onsite 2 3 days per week

Experience: 10+ years preferred (flexible based on fit)

Job Summary

We are seeking an experienced Program Manager to lead a high-impact Contact Center as a Service (CCaaS) transformation initiative. This role will be responsible for managing the end-to-end implementation and migration from legacy contact center platforms to Genesys.

The ideal candidate will bring strong program leadership, hands-on Genesys implementation experience, and the ability to collaborate effectively with both technical and business stakeholders. This role requires regular onsite presence at our office in Newtown Square.

Key Responsibilities

Lead and manage the overall CCaaS program, including planning, execution, and delivery

Drive the migration of users from existing contact center systems to Genesys

Coordinate cross-functional teams including IT, vendors, business stakeholders, and leadership

Own program governance, reporting, timelines, risk management, and issue resolution

Ensure alignment between business requirements and technical implementation

Manage vendor relationships and third-party integrations

Oversee change management, user adoption, and transition activities

Provide regular status updates to executive stakeholders

Required Qualifications

Proven experience as a Program Manager on large-scale technology transformation initiatives

Strong hands-on experience with Genesys CCaaS implementations

Solid understanding of contact center operations and cloud-based platforms

Excellent stakeholder management and communication skills

Experience managing hybrid/on-site programs

Ability to work onsite 2 3 days per week in Newtown Square, PA

Preferred Qualifications

Experience with large enterprise contact center migrations

PMP, PgMP, or Agile certification

Experience working in regulated or complex enterprise environments