TELUS Digital · 3 hours ago
Program Manager - Genesys (CCaaS)
Durham, NC
Full-time
Hybrid
Mid, Senior Level
$100K/yr - $160K/yr
7+ years expTELUS Digital is an award-winning digital product consultancy and the digital division of TELUS, focused on delivering transformative customer experiences. The Program Manager - Genesys will lead contact center technology programs, manage cross-functional teams, and ensure timely delivery of solutions while fostering a culture of collaboration and continuous improvement.
Information Technology & Services
Responsibilities
Lead end-to-end delivery of business-critical contact center solutions utilizing Genesys Cloud, including planning, design, implementation, testing, and deployment
Be a true people leader. Cultivate and mentor a high-performing, international multidisciplinary team, providing clear direction and fostering a culture of ownership and continuous improvement
Champion effective communication by delivering timely and tailored verbal and written 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 the end-to-end Agile delivery lifecycle in the contact center, establishing iterative timelines that ensure convergent implementation
Manage capital budget and financials to ensure accuracy and compliance, and to inform smart investment decisions and business case development
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, or Program Manager
Experience in building and maintaining contact center solutions in Genesys, and comfort communicating the business case for change decisions and long-term value for investment
Demonstrated empathy and confidence in managing complex software products with multiple internal stakeholders
An experienced technical problem solver who can adeptly address and communicate technical or process issues across systems and teams
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
Company
TELUS Digital
TELUS Digital crafts unique and enduring experiences for customers and employees, and creates future-focused digital transformations that stand the test of time.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Jeff Puritt
President & CEO
Beth Howen
Chief Transformation Officer
Recent News
2025-11-14
Company data provided by crunchbase