CCaaS Delivery Program Manager – Hybrid/Remote

US Health Partners, LLC; Boston (MA); Hybrid; USD 120,000 - 160,000; Full time

Job summary

TELUS Digital in the United States is seeking a Program Manager, Delivery - CCaaS to lead complex contact center programs from initiation to handoff. You will partner with engineering and product leaders, manage executive governance, and maintain delivery on time, scope, and budget with a client-facing stance and travel as needed.

This role requires 7+ years in software delivery, experience with Genesys or cloud contact center solutions, and strong financial discipline.

Qualifications

• 7+ years in software delivery leadership roles.
• Experience deploying and maintaining contact center solutions (Genesys, Amazon Connect, Five9, Google CES).
• Proven ability to manage complex program dependencies across vendors and carriers.
• Strong financial acumen with budget tracking and variance analysis.
• Empathy and confidence in managing complex software products with stakeholders.
• Ability to assess and communicate risks across platforms with architects/engineers.
• Expert communicator for workshops and alignment on enterprise goals.
• Familiar with using AI-powered tools to enhance teams and adoption.
• PM/Delivery certifications such as PMP, SAFe Agilist, Scrum Master, ITIL are a plus.

Responsibilities

• Lead end-to-end delivery of CCaaS contact center solutions.
• Own program-level governance with plans, dependencies, risk, and reporting.
• Provide strong program leadership to cross-functional, international teams.
• Champion effective communication to engineers, product, marketing, and executives.
• Drive Agile and hybrid delivery lifecycles for CCaaS implementations.
• Manage project budgets, forecasts, and financials.
• Be a flexible leader adapting frameworks to evolving needs.
• Encourage and lead a collaborative team environment.
• Show agency by identifying opportunities and removing obstacles.

Skills

Program management

Delivery leadership

Stakeholder communication

Budget and finance

Cross-functional collaboration

Vendor and integration awareness

AI tools adoption

PM/Agile certifications

Tools

Genesys

Amazon Connect

Five9

Google Contact Center AI

Job description

TELUS Digital in the United States is seeking a Program Manager, Delivery - CCaaS to lead complex contact center programs from initiation to handoff. You will partner with engineering and product leaders, manage executive governance, and maintain delivery on time, scope, and budget with a client-facing stance and travel as needed.

This role requires 7+ years in software delivery, experience with Genesys or cloud contact center solutions, and strong financial discipline.