Senior Enterprise Contact Center Transformation Lead

Compunnel Inc.; Dallas (TX); Sur place; USD 120 000 - 160 000; Plein temps

Résumé du poste

A leading technology solutions provider is seeking a Program Manager to spearhead the implementation and transformation of contact center platforms. The ideal candidate will lead program delivery, manage cross-functional teams, and drive solutions using NICE or Genesys technologies. Must have over 12 years of program management experience and strong knowledge of contact center architecture. This role demands excellent leadership and communication skills, suitable for those with an extensive background in digital transformation.

Qualifications

• 12+ years of experience in technology program management or digital transformation.
• Proven experience implementing enterprise contact center platforms.
• Strong knowledge of contact center architecture and IVR platforms.

Responsabilités

• Lead end-to-end program delivery for implementation of contact center platforms.
• Drive solution design and architecture discussions.
• Manage integration strategy with enterprise systems.

Connaissances

Technology program management

Contact center architecture

Integration management

Leadership

Stakeholder management

Outils

NICE

Genesys

CRM platforms

Description du poste

We are seeking a Program Manager to lead the end-to-end implementation and transformation of an enterprise contact center platform using NICE or Genesys technologies. This role involves driving large-scale program delivery, managing cross-functional teams, and ensuring successful deployment of contact center solutions aligned with business objectives. The ideal candidate will have strong experience in contact center architecture, integrations, and program governance.

Key Responsibilities

• Lead end-to-end program delivery for implementation of contact center platforms including planning, execution, governance, and rollout
• Drive solution design and architecture discussions across contact center capabilities such as voice routing, digital channels, workforce optimization, analytics, and reporting
• Oversee IVR strategy and call flow design to ensure optimal customer experience and self-service capabilities
• Coordinate telephony architecture including SIP trunks, carrier connectivity, and network readiness
• Manage integration strategy with enterprise systems such as CRM platforms, policy systems, claims platforms, and identity services
• Drive design and implementation of agent desktop and customer engagement workflows
• Coordinate cross-functional teams including business, IT, engineering, and vendors
• Establish program governance, risk management, and executive reporting
• Manage vendor relationships and ensure alignment with program objectives

Required Qualifications

• 12+ years of experience in technology program management or digital transformation
• Proven experience implementing enterprise contact center platforms such as NICE or Genesys
• Strong knowledge of contact center architecture, IVR platforms, and telephony infrastructure
• Experience managing complex integrations using APIs and middleware
• Experience designing agent desktop solutions and CRM integrations
• Strong leadership, communication, and stakeholder management skills
• Experience managing large-scale, cross-functional programs

Preferred Qualifications

• Experience in the insurance industry
• Familiarity with AI-enabled contact center capabilities such as virtual agents, call summarization, and conversational analytics