IT Telephony Program / Project Manager

About this role

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.

Key Responsibilities

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

The role involves continuously evaluating existing contact center operations and telephony workflows to identify opportunities for process optimization. The Program Manager will translate business needs into actionable technical requirements and d...