Program Manager, Delivery - CCaaS
TELUS Digital · Remote · Remote, British Columbia · Remote, Ontario · Toronto, ON · Vancouver, BC · Remote, Alberta ·
COMPENSATION
€•• – ••k
Listed on the employer's job board (Ashby)
- Remote or Hybrid (Canada)
- CCaaS Delivery Lead
- 7+ years experience
- Client-facing role
- Travel required
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, ensuring projects stay on time, in scope, and within budget.
This position requires strong leadership in complex stakeholder environments, including executive discussions and delivery governance. You will manage dependencies across vendors and carriers while fostering collaboration within international delivery teams.
What you'll do
- Lead end-to-end delivery of contact center solutions from planning to handoff
- Manage program governance including plans, risks, and status reporting
- Direct cross-functional international teams and set clear expectations
- Communicate technical updates to engineering, product, and executive audiences
- Govern Agile and hybrid delivery lifecycles for CCaaS implementations
- Oversee project budgets, forecasts, and resource utilization tracking
- Identify opportunities and remove obstacles to ensure team 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 in managing dependencies across vendors and telephony carriers
- Strong financial acumen for budget tracking and variance analysis
- Ability to assess and communicate technical risks to stakeholders
- Skilled in 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
- Fully remote within Canada or hybrid from Canadian offices
- Travel to clients and TELUS Digital offices is expected
- Highly client-facing with executive interaction