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TELUS Digital · 1 day ago

Program Manager - Contact Center

Charlottesville, VA

Full-time

Hybrid

Mid, Senior Level

$100K/yr - $160K/yr

7+ years exp

TELUS Digital is an award-winning digital product consultancy and the digital division of TELUS, focusing on transformative customer experiences through technology and a people-first culture. The Program Manager - Contact Center will lead the delivery of business-critical contact center solutions, manage cross-functional teams, and ensure successful project management and stakeholder communication.

AnalyticsArtificial Intelligence (AI)ConsultingData Collection and LabelingInformation ServicesInformation TechnologyOutsourcing

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

Qualification

Program ManagementContact Center SolutionsAgile DeliveryTechnical Problem SolvingAI Tools ProficiencyCommunication SkillsTeam Leadership

Required

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