Program Manager with Contact Center

Job Description: Sr. Program Manager – Contact Center Transformation- 

Job Type: C2C/W2/1099

Location: Remote 

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)