Description

You will lead the migration from legacy call center applications to SaaS and cloud-based solutions.

Responsibilities

• Direct complex product and program implementations, specifically focusing on call center applications.
• Develop project plans, manage schedules, track resources, and oversee project budgets to meet business goals.
• Define and implement program management standards, processes, and governance structures.
• Identify and manage project risks, issues, dependencies, and decisions.
• Coordinate with vendors, cross-functional teams, and stakeholders to define scope and timelines.
• Communicate program status and deliverables to senior management and business partners.

Required Skills

• 5+ years of program or project management experience with a focus on SaaS implementations and vendor integration.
• 2+ years of experience working with call center applications.
• Bachelor’s degree.
• Proven experience in change management principles.
• Ability to manage stakeholders and vendors within large, complex programs.
• Strong analytical, problem-solving, and facilitation skills.
• Experience managing project lifecycles from scope definition to delivery.

Preferred Skills

• Direct experience with Genesys Cloud Call Center.
• Experience managing internal and external teams in complex environments.

Key Skills

Education

Bachelor’s degree