MUST-Have Skills and Qualifications: - 5+ years of program management experience in software development - 5+ years of written and verbal communication for technical and non-technical audiences - 3+ years of experience in contact center technologies and/or related systems (telephony, chat, case, CRM) - Project management certification (e.g., Agile Certified Practitioner, Certified ScrumMaster, PMI, PMP, Associate in Project Management, MPM, or equivalent) - Strong verbal and written communication skills, problem-solving skills, attention to detail, and interpersonal skills - Preferred Skills and Qualifications: - 3+ years of experience with call center technologies and related communication systems - 3+ years of experience in analyzing complex problems and data sets and translating them into clear and concise communications - Familiarity with Microsoft Office suite (Word, Excel, PowerPoint, Outlook), Visio, SharePoint, Teams 6. - Gather, document, and communicate product concepts and status - Develop program artifacts to drive cross-organizational alignment - Assist with product planning documentation including timelines, use cases, taxonomy, workflows, high-level architecture, and call flows - Support program communication and evangelism through status updates, newsletters, and meetings - Utilize Microsoft collaboration and communication tools, including Teams, Excel, PowerPoint, Word, Visio, and Azure DevOps 5.