Technical Program Manager

Job Title

Key Responsibilities:

• Program Leadership: Lead the migration of our contact center infrastructure from Genesys to Amazon Connect, ensuring alignment with business goals, timelines, and budgets.
• Stakeholder Management: Serve as the primary point of contactfor internal stakeholders (business leaders, IT teams, customer service teams) and external vendors. Provide regular updates on project progress, risks, and milestones.
• Project Planning and Execution: Define the scope, goals, and deliverables of the migration project. Create detailed project plans, schedules, and milestones. Ensure all tasks are completed on time, within scope, and on budget.
• Risk Management: Proactively identify risks and issues related to the migration, developing mitigation strategies and contingency plans. Address any potential roadblocks or challenges that may arise during the migration process.
• Resource Allocation: Work with cross-functional teams (engineering, product, operations, etc.) to allocate resources effectively and ensure successful execution. Ensure the right technical and business resources are involved in the migration at the appropriate stages.
• Quality Assurance & Testing: Develop and execute testing plans to ensure the new Amazon Connect system meets business requirements. Coordinate user acceptance testing (UAT), performance testing, and post-migration support to verify that the migration was successful, and the system is performing as expected.
• Change Management: Lead change management efforts, including communication, training, and documentation for teams impacted by the migration. Ensure that customer service agents and administrators are equipped to manage the new system effectively.
• Continuous Improvement: Monitor the performance of Amazon Connect post-migration and identify areas for optimization. Collaborate with business and technical teams to implement continuous improvements in the contact center's operational efficiency.

Key Requirements:

• Experience:
  • 7+ years of experience in program management, preferably in IT, cloud infrastructure, or contact center technologies.
  • Proven track record of leading large-scale migrations, especially from Genesys or other contact center platforms to Amazon Connect.
  • Deep understanding of contact center technologies, cloud solutions, and systems integration.
• Technical Expertise:
  • Strong knowledge of Amazon Connect, AWS infrastructure, Genesys Cloud, and other related cloud-based contact center solutions.
  • Familiarity with related tools, such as AWS Lambda, Amazon Lex, Amazon Polly, and AWS Connect Streams, is a plus.
  • Solid understanding of cloud-based architecture, data flow, APIs, and integration patterns.
  • Experience with integration of Amazon Connect with CRM systems, IVR solutions, ACD, and workforce management tools.
• Leadership & Communication:
  • Excellent communication and interpersonal skills with the ability to work effectively with technical teams, business stakeholders, and external vendors.
  • Experience working with senior leaders to define and communicate project objectives, timelines, and outcomes.
  • Proven ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.
• Project Management Skills:
  • Strong proficiency in Agile or Scrum methodologies, project management tools (e.g., Jira, Asana, Trello), and documentation tools (e.g., Confluence, MS Project).
  • Ability to define project scope, create detailed timelines, track progress, and deliver results.
• Problem-Solving & Analytical Skills:
  • Ability to identify and analyze project risks and issues, developing and implementing effective mitigation strategies.
  • Strong critical thinking and problem-solving abilities to resolve technical challenges during the migration process.

Preferred Qualifications:

• Certifications:
  • PMP, AWS Certified Solutions Architect, or other relevant certifications are a plus.
  • Experience with Genesys Cloud or AWS Certified Contact Center – Connect is an added advantage.
• Experience in Change Management:
  • Familiarity with managing organizational change, especially in contact center operations and systems adoption.