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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.
