Senior Manager – Genesys Cloud & Contact Center Transformation

We are seeking an experienced Senior Manager – Call Centre Transformation & Optimization to lead a strategic portfolio of contact centre modernization initiatives. This role will be responsible for driving the end-to-end strategy, roadmap, governance, and execution of transformational programs focused on Genesys Cloud CX, AI-enabled Agent Assist, Cresta, and broader contact centre technology modernization.

The ideal candidate will have a strong combination of contact centre technology expertise, portfolio/program management, vendor management, financial management, and executive stakeholder leadership. This individual will partner closely with business and technology leaders to drive measurable improvements in customer experience, agent productivity, operational efficiency, and overall ROI.

Key Responsibilities

• Lead the Call Centre Optimization portfolio, including strategy, planning, execution, governance, and delivery across multiple concurrent initiatives.
• Drive Genesys Cloud CX transformation and modernization initiatives, ensuring alignment with enterprise technology and business objectives.
• Lead implementation and optimization of AI-enabled Agent Assist technologies, including Cresta, conversational AI, and other emerging contact center AI capabilities.
• Develop and maintain a forward-looking Contact Center Transformation Roadmap, balancing innovation, business priorities, operational stability, and technical dependencies.
• Establish portfolio governance processes, standards, reporting, milestones, KPIs, and executive-level status reporting.
• Own vendor management, including vendor selection, performance management, contracts, deliverables, escalations, and strategic partnerships.
• Manage portfolio-level financial planning, budgeting, forecasting, and spend oversight, ensuring initiatives remain within approved budgets.
• Partner with business and technical stakeholders to define success metrics, KPIs, business outcomes, and ROI targets.
• Track value realization and benefits realization across transformation initiatives and communicate progress to senior leadership.
• Identify, assess, and proactively mitigate program, technology, operational, financial, and vendor risks.
• Provide leadership and oversight to Project Managers, establishing accountability for delivery, timelines, quality, dependencies, and outcomes.
• Serve as the primary escalation point for major delivery issues, risks, dependencies, and vendor-related challenges.
• Coordinate cross-functional teams across Contact Center Operations, IT, Product, Engineering, Architecture, Data, AI, Security, and business stakeholders.
• Drive continuous improvement across contact center processes, technology platforms, and delivery methodologies.
• Ensure successful integration of contact center technologies with enterprise systems such as CRM, workforce management, analytics, customer data, and AI platforms.
• Establish and monitor portfolio-level KPIs, SLAs, operational metrics, customer experience metrics, and productivity measures.
• Champion operational excellence and ensure transformation initiatives deliver sustainable business value.

Required Skills & Experience

• 10 years of experience in Contact Center, Call Center, Customer Experience, Technology Transformation, or Program/Portfolio Management.
• Strong experience with Genesys Cloud CX / Genesys Cloud transformation and implementation programs.
• Experience with AI-powered Contact Center / Agent Assist technologies.
• Experience with Cresta or comparable AI Agent Assist / conversational AI platforms.
• Strong Program Management / Portfolio Management experience managing multiple concurrent initiatives.
• Proven experience with vendor management, budget management, financial planning, and portfolio governance.
• Experience managing and mentoring Project Managers / Program Managers.
• Strong understanding of Contact Center as a Service (CCaaS) and contact center modernization.
• Experience developing technology roadmaps, transformation strategies, business cases, and ROI models.
• Strong experience with risk management, issue resolution, escalation management, and executive reporting.
• Excellent communication and stakeholder management skills with the ability to work with C-level and senior business/technology leaders.
• Experience defining and tracking KPIs, success metrics, benefits realization, and business outcomes.