Program Manager - CCaaS; Genesys

About the job:

Title:

Program Manager – CCaaS (Genesys)

Start Date:

Immediately
Position Type:
Contract

Location:

Newtown Square, PA (Hybrid – Onsite 2–3 days per week)

We are seeking an experienced Program Manager to lead a high-impact Contact Center as a Service (CCaaS) transformation initiative. This role will be responsible for managing the end-to-end implementation and migration from legacy contact center platforms to Genesys
.

The ideal candidate will bring strong program leadership, hands-on Genesys implementation experience, and the ability to collaborate effectively with both technical and business stakeholders.

• Lead and manage the overall CCaaS program
  , including planning, execution, and delivery
• Drive the migration of users from existing contact center systems to Genesys
• Coordinate cross-functional teams including IT, vendors, business stakeholders, and leadership
• Own program governance, reporting, timelines, risk management, and issue resolution
• Ensure alignment between business requirements and technical implementation
• Manage vendor relationships and third-party integrations
• Oversee change management, user adoption, and transition activities
• Provide regular status updates to executive stakeholders

• Proven experience as a Program Manager on large-scale technology transformation initiatives
• Strong hands-on experience with Genesys CCaaS implementations
• Solid understanding of contact center operations and cloud-based platforms
• Excellent stakeholder management and communication skills
• Experience managing hybrid/on-site programs
• Ability to work onsite 2–3 days per week in Newtown Square, PA

• Experience with large enterprise contact center migrations
• PMP, PgMP, or Agile certification
• Experience working in regulated or complex enterprise environments