[Remote] Program Manager, Delivery - CCaaS

Note: The job is a remote job and is open to candidates in USA. TELUS Digital is an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers. They are seeking a Program Manager, Delivery - CCaaS to lead contact center technology programs, ensuring effective delivery through collaboration with engineering and product leaders, while managing cross-functional teams and maintaining program governance.ResponsibilitiesLead end-to-end delivery of business-critical contact center solutions, including planning, design, implementation, testing, training, deployment, and structured handoff to client operations or support teamsOwn program-level governance for CCaaS engagements, including integrated project plans, dependency management across vendors and carriers, risk and issue management, change control, and delivery status reportingProvide strong program leadership to cross-functional, international delivery teams, setting clear direction, expectations, and accountability while fostering collaboration and continuous improvementChampion effective communication by delivering timely and tailored updates for various internal audiences, including engineering teams, product managers, marketing partners, and C-level executives. Comfort in translating technical solutions for business and executive audiences is criticalDrive and govern Agile and hybrid delivery lifecycles appropriate for CCaaS implementations, ensuring alignment across technology, telephony, and operational readiness milestonesManage project-level budgets, forecasts, and financials, including resource planning, utilization tracking, and variance management, to ensure delivery within approved scope and fundingBe a flexible and adaptive leader, applying appropriate frameworks to suit the contact center’s evolving needs and the team's working styleEncourage and lead an engaging team environment, celebrating wins, learning from setbacks, and fostering a sense of shared purposeShow a high degree of agency, proactively identifying opportunities and overcoming obstacles to ensure the team and solutions are set up for successSkills7+ years of experience in the software development industry in a role such as Technical Project Manager, Delivery Manager, Engagement Lead or Program ManagerExperience in deploying and maintaining contact center solutions (e.g., Genesys, Amazon Connect, Five9, Google CES), and comfort communicating the business case for change decisions and long-term value for investmentProven expertise in managing complex program dependencies, specifically across third-party vendors, telephony carriers, and internal technical teams to ensure seamless platform integration and cutoverStrong financial acumen with experience tracking project budgets, managing resource utilization, and conducting variance analysis to ensure large-scale programs remain fiscally on trackDemonstrated empathy and confidence in managing complex software products with multiple internal stakeholdersAn experienced delivery leader who can assess, escalate, and communicate technical or process risks and issues across platforms and teams, partnering closely with architects and engineersAn expert communicator who can run workshops and structured meetings to align internal stakeholders on enterprise business goalsAdept at leveraging AI-powered tools and platforms for personal and professional use, and to act as a champion for AI adoption across teamsProgram and delivery certifications such as PMP, SAFe Agilist, Scrum Master, or ITIL are a plusCompany OverviewTELUS Digital crafts unique and enduring experiences for customers and employees, and creates future-focused digital transformations that stand the test of time. It was founded in 2005, and is headquartered in Vancouver, British Columbia, CA, with a workforce of 10001+ employees. Its website is https://www.telusdigital.com.