Note: The job is a remote job and is open to candidates in USA. VySystems is seeking an experienced Project/Program Manager to lead strategic contact center transformation initiatives. The ideal candidate will manage large-scale programs and cross-functional teams to ensure successful technology implementations and improved operational outcomes.
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
Skills
- 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
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