Program Manager CCaaS

Employvision Inc.; Pennsylvania; Hybrid; USD 120,000 - 150,000; Full time

Job summary

A technology solutions provider in Pennsylvania is seeking a leader to oversee a CCaaS transformation program. This role involves managing a budget of $30M and mentoring project managers. Candidates must have expert experience in IT program management and proven success with Genesys Cloud. Responsibilities include ensuring program governance and cross-functional collaboration. The position requires strong communication skills and an ability to proactively resolve issues as they arise.

Qualifications

• Expert level IT program or project management experience.
• Proven experience managing Genesys Cloud initiatives.
• Experience leading large, multi‑workstream programs.

Responsibilities

• Lead end‑to‑end CCaaS transformation program including migration.
• Manage and mentor a team of Project Managers.
• Oversee a $30M program budget and ensure financial discipline.

Skills

Expert level IT program management

Genesys Cloud initiatives management

CCaaS transformations

Budget oversight

Change order management

Excellent communication skills

Job description

• Hands‑on experience with Genesys Cloud migrations.
• Experience supporting or managing CCaaS implementations
• The program involves implementing a CCaaS solution and migrating users to Genesys.
• Will be managing 4 project manager. Will be responsible for multi- million budget. The role requires strong experience with budget management and change orders.
• 2-3 days onsite at Newtown sqr. PA location

Key Responsibilities

• Lead the end‑to‑end CCaaS transformation program, including the migration from Avaya to Genesys Cloud.
• Manage and mentor team of Project Managers, ensuring alignment, consistency, and delivery excellence across all workstreams.
• Build and maintain integrated program plans, schedules, dependencies, and milestones.
• Drive hands‑on execution and proactively remove roadblocks to keep the program on track.
• Oversee a $30M program budget, including forecasting, variance tracking, and executive reporting.
• Own the change order process—evaluation, approvals, documentation, and stakeholder communication.
• Ensure financial discipline and alignment with organizational priorities.

Stakeholder & Cross‑Functional Coordination

• Serve as the primary point of contact for program updates, risks, and decisions.
• Partner with IT, business units, operations, training, and vendor teams to ensure smooth transition to Genesys Cloud.
• Deliver clear, concise weekly status updates to leadership and executive stakeholders.

Risk, Issue & Governance Management

• Establish and enforce program governance, reporting cadence, and documentation standards.
• Identify risks early, drive mitigation strategies, and escalate when necessary.
• Ensure compliance with internal PMO processes and audit requirements.

Qualifications

• Expert level IT program or project management experience.
• Proven experience supporting or managing Genesys Cloud initiatives (migration, deployment, or operational programs).
• Experience with CCaaS transformations or Avaya‑to‑Genesys migrations.
• Experience leading large, multi‑workstream programs and managing multiple PMs.
• Strong background in budget oversight, financial reporting, and change order management.
• Hands‑on delivery mindset with the ability to dive into details when needed.
• Excellent communication and executive‑level reporting skills.