Program manager - Product & Portfolio Delivery - Call Center - Lorven Technologies : Job Details

Job Title: Program manager - Product & Portfolio Delivery - Call Center Preferred Location: Westbury, NY - Day 1 Onsite Contract Mandatory: program manager with experience implementing cloud based Call Center applications, Working with 3rd party vendors, Migrating from a legacy call center application to a SaaS/cloud solution About this Role: The ideal candidate is an experienced program manager with experience implementing cloud based Call Center applications. This program manager should have 4+ years of working with 3rd party vendors and can effectively oversee strategic programs or projects that involve multiple workstreams/departments. They are skilled in managing initiatives from start to finish, leading cross- functional teams and ensuring ongoing program success. They are adept at guiding stakeholders through important decisions, coordinating activities, and driving process improvements. Furthermore, they have a keen understanding of stakeholder needs and utilize this knowledge to develop strategies that optimize ROI, customer satisfaction, and overall organizational performance. Responsibilities • Migrating from a legacy call center application to a SaaS/cloud solution • Responsible for planning, directing, and coordinating complex product/program implementation including Call Center Applications • Documents scope, objectives and ensures they align with expected business outcomes. • Develops and manages project plans, including scheduling and resource tracking • Defines and implements program/project management standards and processes. • Ensures timely production and approval of deliverables from business and technology partners. • Proactively identifies and manages project risks and dependencies. • Established program governance and provides clear communication to all program stakeholders, including senior management. • Serves as the primary point of contact for program management-related inquiries. • Works closely with vendors, cross-functional teams, and stakeholders to plan and develop project scope, resources, and timelines. • Manages project risks, issues, and decisions, prioritizing them effectively. • Develops and manages project budgets, delivering against business goals. • Builds and maintains strong vendor and business partner relationships. • Contributes to internal initiatives to drive efficiencies and best practices. Skills and Qualifications • Bachelor's degree. • 5+ years of program/project management experience with a focus vendor integration and SaaS implementations. • 2+ years of experience with Call Centers and Call Center applications • Strong leadership, time management, facilitation, and organizational skills • Strong analytical, problem-solving, and conceptual skills • Strong working knowledge of change management principles. • Solid teamwork and interpersonal skills, with the ability to communicate and persuade stakeholders, vendors and management at all levels and thrive in a cross-functional environment. • Stakeholder management skills in large complex project/program with Internal and external teams preferred. • Genesys Cloud Call Center experience highly preferred