Senior Program Manager, CCaaS Transformation & AI-Powered Optimization

Summary

We are seeking a dynamic and strategic Program Manager to spearhead the critical transformation of our customer contact capabilities. This role is central to orchestrating the end-to-end delivery of a state-of-the-art Cloud Contact Center as a Service (CCaaS) solution, with a non-negotiable focus on leveraging Google Cloud Contact Center AI (CCAI). A primary objective is the successful decommissioning of our legacy IVR system within the current fiscal year. Furthermore, you will be instrumental in architecting and initiating a robust roadmap for advanced AI-native optimization features for the subsequent year, ensuring this sophisticated AI solution drives measurable business value through enhanced customer experiences and operational efficiencies. A strong emphasis will be placed on managing the organizational change associated with adopting this new AI solution.

Key Responsibilities

• CCaaS Program Leadership & Execution: Drive the comprehensive program management for the Google CCAI implementation, ensuring its successful, timely, and high-quality delivery from inception through to post-go-live stabilization.
• Epic Owner & Agile Leadership: Act as the Epic Owner for the program, managing the project within an Agile framework. This includes overseeing the end-to-end delivery, working closely with Technical Solutions (TS) partners, developers, and other stakeholders, and handling financial management for the project.
• Legacy IVR Decommissioning: Develop and meticulously execute a detailed plan for the phased decommissioning of the existing Legacy IVR infrastructure. This includes managing all technical dependencies, data migration strategies, user transition processes, and ensuring a seamless cutover with minimal operational disruption.
• AI-Powered Optimization Roadmap Development: Collaborate intensely with business stakeholders, IT leadership, and customer experience teams to define, prioritize, and deliver a strategic roadmap focused on advanced AI-native optimization features. This includes leveraging capabilities like intelligent virtual agents, real-time agent assistance, sophisticated sentiment analysis, predictive routing, and automated quality management, all powered by a cutting-edge AI solution.
• Value Realization & Business Alignment: Ensure all program deliverables, particularly the implementation and ongoing enhancement of the AI solution, are tightly aligned with strategic business objectives. Focus relentlessly on achieving quantifiable improvements in key metrics such as First Contact Resolution (FCR), Customer Satisfaction (CSAT), Net Promoter Score (NPS), operational efficiency gains, and overall cost reduction.
• Comprehensive Change Management: Develop, lead, and execute a robust organizational change management (OCM) strategy. This encompasses proactive stakeholder engagement, clear and consistent communication plans regarding the benefits and impacts of the new CCaaS and AI solution, comprehensive user training programs, and strategies to drive widespread adoption and proficiency across all user groups (agents, supervisors, administrators).
• Technology Strategy & Oversight: Act as a key subject matter expert and liaison for Google CCAI and associated AI technologies. Guide technical teams, ensure the solution architecture is scalable and secure, and validate that the chosen AI solution meets evolving business requirements and industry best practices.
• Risk, Dependency & Vendor Management: Proactively identify, assess, and mitigate program risks and interdependencies. Effectively manage relationships with Google Cloud and any implementation partners, ensuring adherence to SLAs and contractual obligations.
• Budget & Resource Management: Oversee program budgets, manage resource allocation across project teams, and ensure effective utilization of personnel and financial resources to achieve program goals.

Critical Qualifications

• Bachelor's degree in Computer Science, Information Technology, Business Administration, Engineering, or a closely related field; Master’s degree is highly preferred.
• Minimum of 8-10 years of progressive experience in program or project management, with a proven track record of successfully delivering complex, enterprise-level technology transformations.
• Mandatory and deep experience in implementing Cloud Contact Center as a Service (CCaaS) solutions.
• Specific, hands-on experience or expert-level understanding of Google Cloud Contact Center AI (CCAI) suite (e.g., Dialogflow CX, Agent Assist, Insights) is required.
• Proven success managing the decommissioning of legacy telecommunications systems (e.g., IVR, PBX) and migrating services to cloud-based platforms.
• Strong understanding of AI/ML concepts and their practical application in contact center environments, including Natural Language Understanding (NLU), conversational AI, and advanced data analytics driving intelligent automation.
• Demonstrated experience in leading change management initiatives for large-scale technology deployments, focusing on user adoption and process integration.
• Exceptional leadership, strategic thinking, communication (written and verbal), negotiation, and interpersonal skills, with the ability to influence and collaborate effectively across all organizational levels.
• Proficiency in program management methodologies and associated tools.
• Proven experience or knowledge of Agile delivery methodologies.
• Strong business acumen with the ability to translate complex technical capabilities of an AI solution into tangible business value and strategic recommendations.
• PMP, PgMP, or similar program management certification is a significant plus