Program Manager - Contact Center

WillowTree Apps•Boston, MA

58d•$100,000 - $160,000•Hybrid

About The Position

Welcome to TELUS Digital - where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada's largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture. With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering. From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are - all backed by the secure infrastructure and scale of our multi-billion-dollar parent company. Our Program Manager - Contact Center, is an integral part of our CX Transformation team at TELUS Digital. To help retain our deep culture of collaboration, this role will maintain an in-office presence in a hybrid capacity 2-3 days/week. This role can be located in Boston, MA, Columbus, OH, Charlottesville, VA, or Durham, NC. As a Program Manager - Contact Center, you'll partner with engineering and product leaders to drive contact center technology programs from start to finish. We seek an experienced delivery lead with exceptional program management skills who is comfortable connecting the dots across many stakeholders to drive business value. You'll lead a cross-functional team and employ effective project and change management controls to drive delivery on time, in scope, and within budget. This role requires some travel to clients and other offices, including our contact centers.

Requirements

7+ years of experience in the software development industry in a role such as Technical Project Manager, Delivery Manager, or Program Manager.
Experience in building and maintaining contact center solutions (e.g., Genesys, AWS, Five9, or NiCE), and comfort communicating the business case for change decisions and long-term value for investment.
Demonstrated empathy and confidence in managing complex software products with multiple internal stakeholders.
An experienced technical problem solver who can adeptly address and communicate technical or process issues across systems and teams.
An expert communicator who can run workshops and structured meetings to align internal stakeholders on enterprise business goals.
Adept at leveraging AI-powered tools and platforms for personal and professional use, and to act as a champion for AI adoption across teams.

Responsibilities

Lead end-to-end delivery of business-critical contact center solutions, including planning, design, implementation, testing, and deployment.
Be a true people leader. Cultivate and mentor a high-performing, international multidisciplinary team, providing clear direction and fostering a culture of ownership and continuous improvement.
Champion effective communication by delivering timely and tailored verbal and written updates for various internal audiences, including engineering teams, product managers, marketing partners, and C-level executives. Comfort in translating technical solutions for business and executive audiences is critical.
Drive and govern the end-to-end Agile delivery lifecycle in the contact center, establishing iterative timelines that ensure convergent implementation.
Manage capital budget and financials to ensure accuracy and compliance, and to inform smart investment decisions and business case development.
Be a flexible and adaptive leader, applying appropriate frameworks to suit the contact center's evolving needs and the team's working style.
Encourage and lead an engaging team environment, celebrating wins, learning from setbacks, and fostering a sense of shared purpose.
Show a high degree of agency, proactively identifying opportunities and overcoming obstacles to ensure the team and solutions are set up for success.

Benefits

Healthcare benefits - Medical, Vision, Dental (Including an option for 100% coverage of individual employee medical premiums)
Life & Disability Insurance
401K matching
Flexible paid time off & paid company holidays
Parental Leave
Employee Assistance Program (EAP)
And more!

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