Program Manager Next Generation Contact Center

Key Responsibilities

• Lead end-to-end implementation of Next Generation Contact Center program
• Design or adapt delivery strategy, considering operational and technological impacts
• Collaborate with cross-functional teams to prioritize technology requirements
• Develop and maintain project plans, budgets, and timelines
• Define and implement performance metrics for AI technologies
• Elaborate business cases and manage resistance to change
• Identify and mitigate program risks
• Provide updates and facilitate decision-making processes
• Engage stakeholders at various levels to ensure program alignment and support

Requirements

Education

Master's degree

Experience

8-10 years

Required Skills

• Program management
• Project management
• In-depth knowledge of innovative/AI technologies
• Analytical mindset
• Leadership
• Excellent verbal and written communication
• Adaptability
• Conflict resolution
• Strategic thinking

Required Certifications

• Project Management Professional (PMP)
• PRINCE2

Benefits

• Tree planting for new recruits