We are seeking an experienced Program Manager with a strong background in establishing and leading Program Management Offices (PMOs) for complex Contact Center as a Service (CCaaS) implementations.
The ideal candidate will have extensive experience in managing large-scale telephony and call center technology projects and demonstrate strong leadership in stakeholder management and governance.
Key Responsibilities :
- Lead the setup and management of a Program Management Office (PMO) for a CCaaS implementation.
- Develop and maintain integrated project plans covering telephony , Automatic Call Distribution (ACD) , Interactive Voice Response (IVR) , Agent Desktop , and Call Centre Reporting .
- Provide expert stakeholder management , including the presentation of PMO status and change management (CM) plans to senior executives .
- Oversee the management of RAID logs (Risks, Assumptions, Issues, and Dependencies), RACI matrices , and status dashboards for executive steering committees .
- Ensure the effective management of program deliverables and progress reporting for senior stakeholders.
Preferred Skills :
- Familiarity with telephony systems , ACD , IVR , Agent Desktop , and Call Centre Reporting technologies.
- Experience in change management processes and communications for large-scale technical programs.
- Qualifications :
- Proven experience in standing up and running a PMO for CCaaS or similar large-scale call center technology implementations.
- Strong background in managing integrated project plans for telephony and call center solutions.
- Expertise in managing RAID , RACI , and reporting dashboards for executive steering committees .
- Excellent stakeholder management and communication skills, particularly with senior leadership teams.
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