Program Manager, Delivery - CCaaS

Who We Are Welcome to TELUS Digital — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture. With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering. From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company. Location and Flexibility Our Program Manager, Delivery - CCaaS will be an integral part of our CX Transformation team at TELUS Digital. This role will have the option to be in a Work From Near (Hybrid) capacity based out of one of the following offices: Charlottesville, VA, Durham, NC, Columbus, OH, or Boston, MA, OR in a Work From Anywhere (Remote) capacity from within the U. [... source excerpt omitted ...] lead a cross-functional team and employ effective project and change management controls to drive delivery on time, in scope, and within budget. This role requires some travel to clients and other offices, including our contact centers, and is highly client-facing, requiring confidence leading executive discussions, delivery governance forums, and complex stakeholder environments. Responsibilities Lead end-to-end delivery of business-critical contact center solutions, including planning, design, implementation, testing, training, deployment, and structured handoff to client operations or support teams. Own program-level governance for CCaaS engagements, including integrated [... source excerpt omitted ...] a sense of shared purpose. Show a high degree of agency, proactively identifying opportunities and overcoming obstacles to ensure the team and solutions are set up for success. Qualifications 7+ years of experience in the software development industry in a role such as Technical Project Manager, Delivery Manager, Engagement Lead or Program Manager. Experience in deploying and maintaining contact center solutions (e.g., Genesys, Amazon Connect, Five9, Google CES), and comfort communicating the business case for change decisions and long-term value for investment. Proven expertise in managing complex program dependencies, specifically across third-party vendors, telephony carriers,