Program Manager - #2077077

Your responsibilities: (Up to 10, Avoid repetition)

• Own the integrated delivery plan (workstreams, milestones, dependencies) and run program governance, including weekly status reporting, RAID, decision logs, and executive steering updates.
• Manage cross-functional delivery across internal teams and third parties (telephony, CRM, WFM/QM, security, data/MI)
• Oversee Amazon Connect configuration delivery including queues, routing profiles, security profiles, quick connects, and contact flows/IVR design and build
• Ensure environment strategy and deployment approach across Dev/Test/UAT/Prod, working with DevOps/release teams to coordinate promotions and controls
• Own delivery governance for integrations between Amazon Connect and upstream/downstream systems via integration layers (e.g., API/service layer)
• Lead the integrated workplan for Salesforce Service Cloud Voice, ensuring telephony is embedded into Salesforce and aligned with omni-channel routing/agent experience objectives.
• Ensure business readiness for the agent desktop experience (call handling, screen-pop/case context, and operational workflows) with appropriate training and adoption planning.
• Define and execute an end-to-end test strategy across system/integration testing and UAT readiness (including entry/exit criteria and defect governance).
• Plan cutover, transition, and early-life support/hyper care with clear ownership, runbooks, and operational acceptance
• Ensure delivery aligns to data protection and security policies, coordinating DPIA/security inputs and ensuring governance artefacts are complete and auditable

Your Profile

Essential skills/knowledge/experience: (Up to 10, Avoid repetition)

• Strong programme management experience delivering complex technology implementations with multiple vendors and workstreams
• Proven governance discipline: RAID, milestone management, dependency tracking, executive reporting, and stakeholder communication.
• Solid understanding of Amazon Connect building blocks: contact flows/IVR, routing/queues, security/access patterns, recordings/logging/monitoring and integration methods (e.g., serverless integration patterns).
• Experience leading CRM telephony integration, specifically Salesforce Service Cloud Voice concepts and the “embedded telephony + unified agent experience” model
• Strong integration delivery understanding: API/service integration, environment readiness, and integration testing practices.
• Experience coordinating Quality Management requirements and configuration (evaluation forms, scoring, compliance needs).
• Able to work effectively with contact centre operations (service leaders, QA leads, training/change) and technology teams (architects, developers, security, DevOps).
• Experience with WFM/QM vendor tooling integration patterns and contact centre operational KPIs (queue performance, agent adherence, QA scoring).
• Experience delivering in regulated/public sector environments with formal assurance artefacts and governance gates.