TELUS Digital · 3 hours ago
Program Manager, Delivery - CCaaS
Durham, NC
Full-time
Hybrid
Senior Level
7+ years expTELUS Digital is an award-winning digital product consultancy and the digital division of TELUS, focusing on transformative customer experiences. The Program Manager, Delivery - CCaaS will lead contact center technology programs, ensuring successful delivery through effective project management and stakeholder engagement.
AnalyticsArtificial Intelligence (AI)ConsultingData Collection and LabelingInformation ServicesInformation TechnologyOutsourcing
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 project plans, dependency management across vendors and carriers, risk and issue management, change control, and delivery status reporting
Provide strong program leadership to cross-functional, international delivery teams, setting clear direction, expectations, and accountability while fostering collaboration and continuous improvement
Champion effective communication by delivering timely and tailored updates for various internal audiences, including engineering teams, product managers, marketing partners, and C-level executives. Comfort in translating technical solutions for business and executive audiences is critical
Drive and govern Agile and hybrid delivery lifecycles appropriate for CCaaS implementations, ensuring alignment across technology, telephony, and operational readiness milestones
Manage project-level budgets, forecasts, and financials, including resource planning, utilization tracking, and variance management, to ensure delivery within approved scope and funding
Be a flexible and adaptive leader, applying appropriate frameworks to suit the contact center’s evolving needs and the team's working style
Encourage and lead an engaging team environment, celebrating wins, learning from setbacks, and fostering 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
Qualification
Required
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, and internal technical teams to ensure seamless platform integration and cutover
Strong financial acumen with experience tracking project budgets, managing resource utilization, and conducting variance analysis to ensure large-scale programs remain fiscally on track
Demonstrated empathy and confidence in managing complex software products with multiple internal stakeholders
An experienced delivery leader who can assess, escalate, and communicate technical or process risks and issues across platforms and teams, partnering closely with architects and engineers
An expert communicator who can run workshops and structured meetings to align internal stakeholders on enterprise business goals
Adept at leveraging AI-powered tools and platforms for personal and professional use, and to act as a champion for AI adoption across teams
Preferred
Program and delivery certifications such as PMP, SAFe Agilist, Scrum Master, or ITIL are a plus
Company
TELUS Digital
TELUS Digital accelerates revenue growth and operational efficiency with AI-fueled technology and expert teams
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
unknown2025-09-02Acquired
2021-02-03IPO
2016-05-05Private Equity
Leadership Team
Grégoire Vigroux
Co-Founder, TELUS International Europe (exited but still involved)
Recent News
2025-11-14
Company data provided by crunchbase