Position Overview

We are seeking an experienced Program Manager to lead a large-scale Genesys Cloud migration initiative across multiple contact centers. This role requires a strategic thinker with deep expertise in contact center technologies, risk management, and disaster recovery planning. The ideal candidate will have a proven track record of managing complex migrations and ensuring seamless transitions with minimal business disruption.

Key Responsibilities

• Lead end-to-end Genesys Cloud migration projects across multiple contact centers.
• Develop and execute comprehensive migration plans, including timelines, resource allocation, and risk mitigation strategies.
• Collaborate with cross-functional teams (IT, Operations, Vendor Partners) to ensure successful implementation.
• Oversee disaster recovery planning and ensure compliance with business continuity requirements.
• Identify and manage risks associated with migration, proactively implementing mitigation measures.
• Monitor project progress, provide regular status updates to stakeholders, and ensure adherence to budget and timelines.
• Drive change management and training initiatives to support adoption of new systems.
• Maintain strong vendor relationships and manage third-party deliverables.

Required Qualifications

• 5+ years of experience in contact center operations and technology.
• Strong Program Management experience.
• Proven experience with Genesys Cloud platform and migration projects.
• Strong understanding of disaster recovery and business continuity planning.
• Experience managing migrations across multiple contact centers.
• Solid grasp of risk management principles and ability to implement mitigation strategies.