We are seeking an experienced IT Telephony Program Manager to lead the strategy, implementation, and optimization of enterprise contact center and telephony systems. This role serves as the technical and operational bridge between business stakeholders, IT teams, and external vendors, driving projects from requirements gathering through delivery while ensuring alignment with organizational quality standards and budgetary constraints. The ideal candidate combines deep telephony/IVR expertise with strong program management discipline and the ability to lead cross-functional teams through complex, high-visibility initiatives.
Key Responsibilities
Program & Project Management
The Program Manager will develop and maintain detailed work plans, project schedules, cost estimates, and resource plans across concurrent telephony initiatives. This includes conducting ongoing risk analysis, identifying potential roadblocks before they impact delivery, and monitoring progress against established milestones and budgets. The role requires producing clear, accurate status reports for leadership and stakeholders, and adjusting plans proactively as project conditions evolve.
Contact Center Systems & IVR Leadership
This individual will own the end-to-end lifecycle of IVR and self-service initiatives, including design, build, testing, and deployment within Genesys contact center environments. Responsibilities include leading the development and enhancement of Google Cloud Dialogflow-based self-service bots, ensuring these solutions integrate seamlessly with existing contact center infrastructure and deliver measurable improvements to customer experience and operational efficiency.
Business Process Improvement
The role involves continuously evaluating existing contact center operations and telephony workflows to identify opportunities for process optimization. The Program Manager will translate business needs into actionable technical requirements and drive initiatives that improve first-call resolution, reduce handle times, and enhance the overall customer journey.
Requirements & Stakeholder Management:
This position requires close collaboration with a broad range of business users, operations leaders, and technical teams to gather, analyze, and document detailed functional and technical requirements. The Program Manager must translate ambiguous business needs into clear specifications that guide vendor and internal development work, ensuring all stakeholders remain aligned throughout the project lifecycle.
Vendor Management:
The role includes managing the integration of vendor-delivered tasks into the broader program, tracking vendor deliverables against contractual commitments, and holding vendors accountable to quality and timeline expectations. This includes coordinating with vendors on issue resolution, change requests, and system enhancements.
Technical & Quality Oversight:
The Program Manager will provide technical and analytical guidance to project teams, ensuring deliverables meet organizational quality standards. This includes reviewing project artifacts, validating technical designs, and troubleshooting complex system or process issues that arise during implementation.
Leadership & Team Guidance:
While not typically a formal people-management role, this position requires leading and verifying the work of less experienced team members, serving as a subject matter expert and mentor. The Program Manager may represent the team in cross-functional forums and project governance discussions and may assume interim leadership responsibilities in the absence of the People Leader when serving as the most senior team member present.
Problem Resolution:
Day-to-day responsibilities include the resolution of complex problems and transactions that require interpreting and applying organizational policies, guidelines, and processes with sound judgment. The successful candidate will develop clear action plans and timetables to resolve issues efficiently while minimizing business disruption.
Educational Requirements
- University (Degree) Preferred
Work Experience
- 5+ Years Required; 7+ Years Preferred
Career Level
8IC
Required Skills:
- 5+yrs of experience with Project or Program Management experience
- Experience with Genesys Contact Center Systems
- Budgeting and financial tracking experience
- Vendor Management experience, including tracking deliverables and managing integration of third-party work.
- Experience with contact center technology, telephony systems, and self-service automation, with the ability to apply this expertise to solve complex, non-routine problems.
Preferred Skills:
- Experience managing development of self-service bots using Google Cloud Dialogflow or comparable conversational AI platforms
- Proven track record in business process improvement within contact center or customer service operations
Related Skills
Agile Methodology, Agile Project Management, Change Management, Knowledge Management, Problem Solving, Project Management, Systems Development Life Cycle, Workshop Facilitation
Anticipated Posting End Date:
2026-10-15
Base Pay Range: $123,000/yr - $152,000/yr
Actual base salary may vary based upon, but not limited to, relevant experience, time in role, base salary of internal peers, prior performance, business sector, and geographic location. In addition to base salary, the competitive compensation package may include, depending on the role, participation in an incentive program linked to performance (for example, annual discretionary incentive programs, non-annual sales incentive plans, or other non-annual incentive plans).
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