Sr.Program Manager – Contact Center Transformation - R01567568

About Brillio:

Brillio is one of the fastest growing digital technology service providers and a partner of choice for many Fortune 1000 companies seeking to turn disruption into a competitive advantage through innovative digital adoption. Brillio, renowned for its world-class professionals, referred to as "Brillians", distinguishes itself through their capacity to seamlessly integrate cutting-edge digital and design thinking skills with an unwavering dedication to client satisfaction.

Brillio takes pride in its status as an employer of choice, consistently attracting the most exceptional and talented individuals due to its unwavering emphasis on contemporary, groundbreaking technologies, and exclusive digital projects. Brillio's relentless commitment to providing an exceptional experience to its Brillians and nurturing their full potential consistently garners them the Great Place to Work® certification year after year.

• Program Leadership
• Contact Center Transformation
• People Leadership
• Stakeholder Management
• Vendor Management & Change Management
• Strategic Planning & Budget & Resource Management

Job Description: Program Manager – Contact Center Transformation

Position Summary

We are seeking an experienced Project/Program Manager to lead strategic contact center transformation initiatives from planning through execution. The ideal candidate will have extensive experience managing large-scale contact center programs, leading cross-functional teams, and delivering complex technology implementations. Experience with Amazon Connect (AWS Connect) delivery is highly desirable.

This role requires a strong leader who can effectively manage stakeholders, drive execution, mitigate risks, and ensure successful delivery of business outcomes while leading geographically distributed teams.

Key Responsibilities

• Lead end-to-end delivery of complex contact center transformation programs and strategic initiatives.
• Manage multiple concurrent projects, ensuring delivery on scope, schedule, budget, and quality.
• Collaborate with business leaders, technology teams, operations, and external partners to define project objectives and execution plans.
• Drive program governance, including status reporting, risk management, issue resolution, and executive communications.
• Lead cross-functional and geographically distributed teams to achieve project milestones.
• Partner with contact center operations to improve customer experience, operational efficiency, and workforce performance.
• Manage project budgets, resource planning, and vendor relationships.
• Establish and maintain project management best practices, methodologies, and documentation.
• Identify dependencies, proactively manage risks, and ensure timely escalation of critical issues.
• Foster collaboration, accountability, and continuous improvement across project teams.

Required Qualifications

• Bachelor's degree in Business, Information Technology, Engineering, or a related field.
• 8+ years of project or program management experience delivering large-scale business or technology initiatives.
• Significant experience in contact center operations and transformation programs.
• Proven people management experience, including leading cross-functional and matrixed teams.
• Strong stakeholder management and executive communication skills.
• Experience managing Agile, Waterfall, or hybrid project delivery methodologies.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.
• Strong analytical, organizational, and problem-solving skills.

Preferred Qualifications

• Hands-on experience delivering Amazon Connect (AWS Connect) implementations or migration programs.
• Experience with AWS cloud technologies and contact center ecosystems.
• Knowledge of CRM platforms such as Salesforce, ServiceNow, or Microsoft Dynamics.
• Experience working with system integrators or consulting organizations.
• PMP, PgMP, PMI-ACP, Scrum Master, or similar project management certification.

Key Competencies

• Program Leadership
• Contact Center Transformation
• People Leadership
• Stakeholder Management
• Executive Communication
• Risk & Issue Management
• Vendor Management
• Change Management
• Strategic Planning
• Budget & Resource Management
• Agile Project Delivery
• Customer Experience (CX)

Success Profile

The successful candidate is a collaborative leader with deep contact center expertise who can influence senior stakeholders, lead high-performing teams, and consistently deliver complex transformation programs. AWS Connect implementation experience will be considered a significant advantage.

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PPE: https://www.brillio.com/platform-and-product-engineering/

Equal Employment Opportunity Declaration
Brillio is an equal opportunity employer to all, regardless of age, ancestry, colour, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding, and related medical conditions), and sexual orientation. 

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