Description

You will lead the IT transformation of over 20 disparate contact centers into three centralized hubs in Denver, CO.

This role is on-site.

Responsibilities

• Coordinate CCaaS and CRM implementation projects, specifically consolidating telephony solutions to NICE CXone.
• Manage program execution to meet scope, schedule, and budget requirements across multiple workstreams.
• Collaborate with IT Leads, Scrum Masters, and project managers to implement Salesforce, ServiceNow, or other agent desktop capabilities.
• Identify cross-functional requirements, manage external vendors, and ensure adherence to IT deployment and governance methodologies.
• Analyze program risks, escalate roadblocks, and maintain detailed project schedules, scope statements, and risk logs.

Required Skills

• 15-20 years of professional experience in program or project management.
• Proven experience leading full-scale CCaaS deployments, specifically NICE CXone.
• Deep understanding of CRM implementation and integration (Salesforce, ServiceNow).
• Hands-on experience with Agile and SCRUM methodologies.
• Experience working within Healthcare information systems and user experience environments.
• Expertise in managing large-scale contact center transformations and telephony consolidations.
• Strong proficiency in quality management and design-to-deployment governance.

Preferred Skills

• Experience with Google Cloud Platform (GCP) infrastructure.
• Familiarity with AI integration within contact center workflows.

Key Skills

Education

Not specified