IT Telephony Program​/Project Manager

We are seeking an experienced IT Telephony Program Manager to lead the strategy, implementation, and optimization of enterprise contact center and telephony systems. This role serves as the technical and operational bridge between business stakeholders, IT teams, and external vendors, driving projects from requirements gathering through delivery while ensuring alignment with organizational quality standards and budgetary constraints. The ideal candidate combines deep telephony/IVR expertise with strong program management discipline and the ability to lead cross-functional teams through complex, high-visibility initiatives.

• Program & Project Management - The Program Manager will develop and maintain detailed work plans, project schedules, cost estimates, and resource plans across concurrent telephony initiatives. This includes conducting ongoing risk analysis, identifying potential roadblocks before they impact delivery, and monitoring progress against established milestones and budgets. The role requires producing clear, accurate status reports for leadership and stakeholders, and adjusting plans proactively as project conditions evolve.
• Contact Center Systems & IVR Leadership - This individual will own the end-to-end lifecycle of IVR and self‑service initiatives, including design, build, testing, and deployment within Genesys contact center environments. Responsibilities include leading the development and enhancement of Google Cloud Dialogflow-based self‑service bots, ensuring these solutions integrate seamlessly with existing contact center infrastructure and deliver measurable improvements to customer experience and operational efficiency.
• Business Process Improvement - Continuously evaluate existing contact center operations and telephony workflows to identify opportunities for process optimization. Translate business needs into actionable technical requirements and drive initiatives that improve first-call resolution, reduce handle times, and enhance the overall customer journey.
• Requirements & Stakeholder Management - Close collaboration with business users, operations leaders, and technical teams to gather, analyse, and document detailed functional and technical requirements. Translate ambiguous business needs into clear specifications that guide vendor and internal development work, ensuring all stakeholders remain aligned throughout the project lifecycle.
• Vendor Management - Manage the integration of vendor‑delivered tasks into the broader program, track vendor deliverables against contractual commitments, and hold vendors accountable to quality and timeline expectations. Coordinate with vendors on issue resolution, change requests, and system enhancements.
• Technical & Quality Oversight - Provide technical and analytical guidance to project teams, ensuring deliverables meet organizational quality standards. Review project artifacts, validate technical designs, and troubleshoot complex system or process issues that arise during implementation.
• Leadership & Team Guidance - While not typically a formal people‑management role, lead and verify the work of less experienced team members, serving as a subject‑matter expert and mentor. Represent the team in cross‑functional forums and project governance discussions and assume interim leadership responsibilities when the People Leader is absent.
• Problem Resolution - Resolve complex problems and transactions that require interpreting and applying organizational policies, guidelines, and processes with sound judgment. Develop clear action plans and timetables to resolve issues efficiently while minimising business disruption.

University (Degree) - Preferred

5+ Years…