Program Manager

Job Title: Program manager - Product & Portfolio Delivery - Call Center

Preferred Location: Westbury, NY - Day 1 Onsite

Contract

Mandatory: program manager with experience implementing cloud based

Call Center applications, Working with 3rd party vendors, Migrating from a legacy call center application to a SaaS/cloud solution

About this Role:

The ideal candidate is an experienced program manager with experience implementing cloud based

Call Center applications. This program manager should have 4+ years of working with 3rd party

vendors and can effectively oversee strategic programs or projects that involve multiple

workstreams/departments. They are skilled in managing initiatives from start to finish, leading cross-

functional teams and ensuring ongoing program success. They are adept at guiding stakeholders

through important decisions, coordinating activities, and driving process improvements. Furthermore,

they have a keen understanding of stakeholder needs and utilize this knowledge to develop strategies

that optimize ROI, customer satisfaction, and overall organizational performance.

Responsibilities

• Migrating from a legacy call center application to a SaaS/cloud solution

• Responsible for planning, directing, and coordinating complex product/program implementation

including Call Center Applications

• Documents scope, objectives and ensures they align with expected business outcomes.

• Develops and manages project plans, including scheduling and resource tracking

• Defines and implements program/project management standards and processes.

• Ensures timely production and approval of deliverables from business and technology

partners.

• Proactively identifies and manages project risks and dependencies.

• Established program governance and provides clear communication to all program

stakeholders, including senior management.

• Serves as the primary point of contact for program management-related inquiries.

• Works closely with vendors, cross-functional teams, and stakeholders to plan and develop

project scope, resources, and timelines.

• Manages project risks, issues, and decisions, prioritizing them effectively.

• Develops and manages project budgets, delivering against business goals.

• Builds and maintains strong vendor and business partner relationships.

• Contributes to internal initiatives to drive efficiencies and best practices.

Skills and Qualifications

• Bachelor's degree.

• 5+ years of program/project management experience with a focus vendor integration and SaaS

implementations.

• 2+ years of experience with Call Centers and Call Center applications

• Strong leadership, time management, facilitation, and organizational skills

• Strong analytical, problem-solving, and conceptual skills

• Strong working knowledge of change management principles.

• Solid teamwork and interpersonal skills, with the ability to communicate and persuade

stakeholders, vendors and management at all levels and thrive in a cross-functional

environment.

• Stakeholder management skills in large complex project/program with Internal and external

teams preferred.

• Genesys Cloud Call Center experience highly preferred