Program Manager, CCaaS Governance

About the role

We are hiring a Program Manager to join our Systems Enablement team within OMX Operations. As our CCaaS Program Manager, you will lead the governance, lifecycle, and operational extensibility of our contact center platform as we modernize our ecosystem.

This is not just a delivery role — it’s a foundational one. You’ll help ensure our CCaaS ecosystem (routing, telephony, omnichannel, and integrations) is implemented responsibly, supported reliably, and built to scale with strong governance guardrails. You’ll sit at the intersection of Operations, Product, Engineering, and vendors to make sure what we build today can be sustained and scaled tomorrow.

The base salary offered for this role and level of experience will begin at $112,000.00 and up to $155,000.00. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.

In this role, you can expect to:

• Lead governance and lifecycle management for our CCaaS platform, ensuring clear standards for onboarding, integrations, support, and change management
• Partner cross-functionally across OMX, Engineering, Product, Trust & Safety, and vendors to deliver routing, telephony, and omnichannel initiatives in alignment with project milestones
• Translate business and operational needs into scalable program plans - balancing reliability today with extensibility for future automation and AI
• Establish and maintain program-level controls: timelines, risk management, dependency mapping, executive reporting, and compliance alignment
• Drive responsible onboarding of new tools and integrations into the contact center ecosystem, defining what “good” looks like from intake through sustainment
• Build and document governance guardrails that reduce single-threaded ownership and enable shared support models across Systems Enablement
• Champion operational readiness for us to sustain and scale by ensuring monitoring, documentation, knowledge transfer, and post-launch support models are in place before implementation milestones

To thrive in this role, you have:

• 5+ years of experience leading large-scale technology or contact center transformation programs (CCaaS, CRM, or routing platforms preferred)
• Hands-on experience implementing or managing modern CCaaS platforms (e.g., Genesys Cloud, NICE, CXOne, Salesforce, or similar), with a strong understanding of routing, telephony, and omnichannel workflows
• Experience in building and maintaining contact center solutions, and comfort communicating the business case for change decisions and long-term value for investment
• Demonstrated success building governance frameworks that balance agility with compliance, reliability, and scale
• Experience translating technical solutions into clear business outcomes for operational and executive audiences
• Strong program management fundamentals - risk management, dependency tracking, stakeholder alignment, and executive-ready reporting
• A systems mindset: you think beyond “launch” and focus on lifecycle, sustainability, documentation, and shared ownership
• Adept at leveraging AI-powered tools and platforms for personal and professional use, and to act as a champion for AI adoption across teams

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