Telephony Program Lead (IVR/Dialogflow)

Nuveen; Charlotte (NC); On-site; USD 123,000 - 152,000; Full time

Job summary

Nuveen in Charlotte, NC is seeking an experienced IT Telephony Program Manager to lead strategy, implementation, and optimization of enterprise contact center and telephony systems. You will bridge business, IT, and external vendors to drive complex initiatives with high visibility and measurable impact.

The role requires deep telephony/IVR knowledge, strong program management discipline, and the ability to guide cross-functional teams to deliver on time and within budget.

Qualifications

• 5+ years in program or project management within telephony or contact centers.
• Experience with Genesys contact center systems and IVR design/implementation.
• Strong ability to translate business needs into technical requirements.

Responsibilities

• Develop and maintain detailed work plans, schedules, and budgets.
• Lead end-to-end lifecycle of IVR and self-service initiatives in Genesys.
• Drive business process improvements to reduce handle times.
• Gather, analyze, and document functional and technical requirements.
• Manage vendors and ensure quality and timely delivery.
• Provide technical guidance and supervise team members.
• Resolve complex operational problems with clear action plans.

Skills

Genesys

Dialogflow

Vendor management

Budgeting

Stakeholder mgmt

Cross-functional leadership

Risk analysis

Problem solving

SDLC

Workshop facilitation

Education

University degree - Preferred

Tools

Genesys

Dialogflow

Cloud platforms

Job description

Nuveen in Charlotte, NC is seeking an experienced IT Telephony Program Manager to lead strategy, implementation, and optimization of enterprise contact center and telephony systems. You will bridge business, IT, and external vendors to drive complex initiatives with high visibility and measurable impact.

The role requires deep telephony/IVR knowledge, strong program management discipline, and the ability to guide cross-functional teams to deliver on time and within budget.