Program Manager - Genesys

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 schedulingand 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

• Located on Long Island/near Westbury NY a plus