Sr.Program Manager – Contact Center Transformation - R01567568
AI Summary
About Brillio: Brillio is one of the fastest growing digital technology service providers and a partner of choice for many Fortune 1000 companies seeking to turn disruption into a competitive advantage through innovative digital adoption.
About this role
Primary Skills
Specialization
Job requirements
Job Description: Program Manager – Contact Center Transformation
Position Summary
We are seeking an experienced Project/Program Manager to lead strategic contact center transformation initiatives from planning through execution. The ideal candidate will have extensive experience managing large-scale contact center programs, leading cross-functional teams, and delivering complex technology implementations. Experience with Amazon Connect (AWS Connect) delivery is highly desirable.
This role requires a strong leader who can effectively manage stakeholders, drive execution, mitigate risks, and ensure successful delivery of business outcomes while leading geographically distributed teams.
Key Responsibilities
- Lead end-to-end delivery of complex contact center transformation programs and strategic initiatives.
- Manage multiple concurrent projects, ensuring delivery on scope, schedule, budget, and quality.
- Collaborate with business leaders, technology teams, operations, and external partners to define project objectives and execution plans.
- Drive program governance, including status reporting, risk management, issue resolution, and executive communications.
- Lead cross-functional and geographically distributed teams to achieve project milestones.
- Partner with contact center operations to improve customer experience, operational efficiency, and workforce performance.
- Manage project budgets, resource planning, and vendor relationships.
- Establish and maintain project management best practices, methodologies, and documentation.
- Identify dependencies, proactively manage risks, and ensure timely escalation of critical issues.
- Foster collaboration, accountability, and continuous improvement across project teams.
- Bachelor's degree in Business, Information Technology, Engineering, or a related field.
- 8+ years of project or program management experience delivering large-scale business or technology initiatives.
- Significant experience in contact center operations and transformation programs.
- Proven people management experience, including leading cross-functional and matrixed teams.
- Strong stakeholder management and executive communication skills.
- Experience managing Agile, Waterfall, or hybrid project delivery methodologies.
- Demonstrated ability to manage multiple priorities in a fast-paced environment.
- Strong analytical, organizational, and problem-solving skills.
- Hands-on experience delivering Amazon Connect (AWS Connect) implementations or migration programs.
- Experience with AWS cloud technologies and contact center ecosystems.
- Knowledge of CRM platforms such as Salesforce, ServiceNow, or Microsoft Dynamics.
- Experience working with system integrators or consulting organizations.
- PMP, PgMP, PMI-ACP, Scrum Master, or similar project management certification.
- Program Leadership
- Contact Center Transformation
- People Leadership
- Stakeholder Management
- Executive Communication
- Risk & Issue Management
- Vendor Management
- Change Management
- Strategic Planning
- Budget & Resource Management
- Agile Project Delivery
- Customer Experience (CX)
Required Qualifications
Preferred Qualifications
Key Competencies
Success Profile
The successful candidate is a collaborative leader with deep contact center expertise who can influence senior stakeholders, lead high-performing teams, and consistently deliver complex transformation programs. AWS Connect implementation experience will be considered a significant advantage.