Sr.Program Manager – Contact Center Transformation - R01567568

Brillio•Saint Louis, MO

About The Position

We are seeking an experienced Project/Program Manager to lead strategic contact center transformation initiatives from planning through execution. The ideal candidate will have extensive experience managing large-scale contact center programs, leading cross-functional teams, and delivering complex technology implementations. Experience with Amazon Connect (AWS Connect) delivery is highly desirable. This role requires a strong leader who can effectively manage stakeholders, drive execution, mitigate risks, and ensure successful delivery of business outcomes while leading geographically distributed teams.

Requirements

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.

Nice To Haves

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.

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.