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Skills

Status Reports
Risk Management
Issue Resolution
Executive Communications
Operational Efficiency
Resource Planning
Vendor Relationships
Documentation
Collaboration
Accountability
Continuous Improvement
Information Technology
Program Management
People Management
Waterfall
Management
Analytical Skill
Conflict Resolution
Problem Solving
Migration
Cloud Computing
Customer Relationship Management (CRM)
Salesforce.com
ServiceNow
Microsoft Dynamics
PMP
PMBOK
Scrum
Project Management
Leadership
Stakeholder Management
Communication
Incident Management
Vendor Management
Change Management
Strategic Planning
Budget
Resource Management
Agile
Project Delivery
Customer Experience
Amazon Web Services
SANS

Status Reports
Risk Management
Issue Resolution
Executive Communications
Operational Efficiency
Resource Planning
Vendor Relationships
Documentation
Collaboration
Accountability
Continuous Improvement
Information Technology
Program Management
People Management
Waterfall
Management
Analytical Skill
Conflict Resolution
Problem Solving
Migration
Cloud Computing
Customer Relationship Management (CRM)
Salesforce.com
ServiceNow
Microsoft Dynamics
PMP
PMBOK
Scrum
Project Management
Leadership
Stakeholder Management
Communication
Incident Management
Vendor Management
Change Management
Strategic Planning
Budget
Resource Management
Agile
Project Delivery
Customer Experience
Amazon Web Services
SANS

Summary

Role: Program Manager Contact Center Transformation

Location: Remote

C2C or W2

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)

Success Profile

The successful candidate is a collaborative leader with deep contact center expertise who can influence senior stakeholders, lead high-performing teams, and consistently deliver complex transformation programs. AWS Connect implementation experience will be considered a significant advantage.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 91112461
Position Id: OOJ - 3417-2418-1784220625
Posted 4 hours ago

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Program Manager Contact Center Transformation

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