Program Manager, Delivery - CCaaS
TELUS Digital · Remote · Remote, US · Boston, MA · Charlottesville, VA · Durham, NC · Columbus, OH ·
COMPENSATION
$125k – $156k
Listed on the employer's job board (Ashby)
- Program Manager, Delivery
- CCaaS focus
- Remote (US) or Hybrid
- 7+ years experience
- Client-facing role
Join the CX Transformation team at TELUS Digital to drive contact center technology programs from initiation to completion. You will partner with engineering and product leaders to deliver business-critical solutions, managing dependencies across vendors and internal teams while ensuring projects stay on time and within budget.
What you'll do
- Lead end-to-end delivery of contact center solutions including planning and deployment
- Manage program governance, risks, dependencies, and change control processes
- Direct cross-functional international teams and set clear accountability expectations
- Communicate technical updates to engineering, product, and executive stakeholders
- Govern Agile and hybrid delivery lifecycles for CCaaS implementations
- Oversee project budgets, forecasts, resource planning, and financial variance
- Identify opportunities and remove obstacles to ensure team and solution success
What you'll need
- 7+ years in software development as Technical Project or Program Manager
- Experience deploying contact center solutions like Genesys or Amazon Connect
- Expertise managing dependencies across vendors, carriers, and technical teams
- Strong financial acumen for tracking budgets and resource utilization
- Confidence managing complex products with multiple internal stakeholders
- Ability to assess and communicate technical risks to architects and engineers
- Skilled at running workshops to align stakeholders on business goals
- Proficient in using AI-powered tools for professional efficiency
Nice to have
- PMP, SAFe Agilist, Scrum Master, or ITIL certifications
Stack
- Genesys
- Amazon Connect
- Five9
- Google CES
How you'll work
- Remote within the U.S. or hybrid from VA, NC, OH, MA offices
- Travel to clients and TELUS Digital offices is expected
- Highly client-facing with executive discussion leadership