Lead end-to-end delivery of business-critical contact center and customer experience technology solutions.
Own program-level governance for CCaaS engagements including integrated project plans and risk management.
Provide strong program leadership to cross-functional, globally distributed teams.
Champion effective communication delivering updates for various internal audiences.
Drive and govern Agile and hybrid delivery lifecycles for CCaaS implementations.
Plan and execute structured knowledge transfer and transition-to-sustainment activities.
Operate within structured release cadences and governance rituals.
Manage project-level budgets, forecasts, and financials to ensure delivery within approved scope.
Encourage and lead an engaging team environment that celebrates wins and fosters a sense of shared purpose.
Show a high degree of agency proactively identifying opportunities.

7+ years of experience in the software development industry in a role such as Technical Project Manager, Delivery Manager, Engagement Lead, or Program Manager.
Experience in deploying and maintaining contact center solutions (e.g. Genesys, Amazon Connect, Five9, Google CES, or modern agent-facing and AI-enabled customer experience platforms).
Proven expertise in managing complex program dependencies across third-party vendors, telephony carriers, and internal technical teams.
Strong financial acumen with experience tracking project budgets, managing resource utilization, and conducting variance analysis.
Demonstrated empathy and confidence in managing complex software products with multiple internal stakeholders.
An experienced delivery leader who can assess, escalate, and communicate technical or process risks and issues.
An expert communicator who can run workshops and structured meetings to align internal stakeholders.
Experience delivering AI-enabled customer experience products and operating in an AI-forward delivery environment.
Demonstrated experience leading globally distributed delivery teams across onshore and offshore partner models.

Manager, Delivery – CX AI

Key skills