Role Summary: The Genesys Program Manager is responsible for leading and coordinating the implementation and ongoing management of Genesys Contact Center solutions. This role ensures that projects align with business goals, are delivered on time and within budget, and meet quality standards

Key Responsibilities

Program Oversight:
-Lead end-to-end program management for Genesys Contact Center deployments.
-Define scope, objectives, and success criteria aligned with business outcomes 

Project Planning & Execution:
-Develop and manage detailed project plans including timelines, resources, and budgets.
-Coordinate cross-functional teams including IT, operations, and vendor partners 

Stakeholder Management:
-Act as the primary point of contact for internal and external stakeholders.
-Facilitate regular status meetings and provide updates to leadership

Technical Coordination:
-Collaborate with technical teams to ensure proper configuration of Genesys Cloud features such as call flows, outbound campaigns, and workforce management 
-Ensure integration with other enterprise systems as needed

Governance & Compliance:
-Establish program governance standards, processes, and metrics
-Ensure compliance with organizational policies and industry regulations

Risk & Issue Management:
-Identify potential risks and develop mitigation strategies.
-Resolve issues promptly to keep projects on track

Required Skills & Qualifications:

• Proven experience in program or project management, preferably in contact center or IT environments.
• Familiarity with Genesys Cloud or other contact center platforms.
• Strong leadership, communication, and organizational skills.
• Ability to manage multiple projects simultaneously.
• Experience with Agile or Waterfall methodologies is a plus.