Engagement Manager - PMO (CCaaS / Enterprise Transformation Programs)

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This role is a hands‑on Engagement Manager position focused on PMO‑led delivery execution and governance for large enterprise transformation programs. It is not a sales, account management, or practice leadership role.

Job Description:

Employment Type: Full‑Time

No sponsorship available

Salary up to 140k plus a 20% bonus

Role Overview

Capgemini is seeking an experienced Engagement Manager – PMO to lead program management execution for large‑scale enterprise transformation initiatives, with a strong focus on CCaaS, CRM, and contact center modernization programs.

This role serves as the single point of accountability for program execution health, PMO governance, delivery transparency, and stakeholder alignment across multi‑workstream, multi‑vendor environments within a regulated financial services context.

Required Qualifications

• 12 years of experience in enterprise program management or engagement management with strong PMO leadership focus
• Proven experience leading large‑scale, multi‑workstream transformation programs (CCaaS, CRM, or enterprise platform modernization strongly preferred)
• Deep hands‑on expertise in PMO governance, financial management, RAID management, change control, and executive reporting
• Experience operating in multi‑vendor, system‑integrator‑led delivery environments
• Strong executive communication skills with the ability to translate delivery data into clear, action‑oriented insights
• Experience working with Agile, Hybrid, and Waterfall delivery models and applying them pragmatically at scale
• Experience in regulated industries such as Financial Services, Insurance, or Healthcare

Preferred Qualifications

• Experience supporting contact center modernization or CCaaS initiatives (e.g., enterprise customer experience or CRM transformation programs)
• PMP, PgMP, SAFe, ITIL, or equivalent program / portfolio management certification

Additional Notes

• This is a hands‑on engagement and PMO leadership role, not a practice leadership or P&L ownership position
• Salary range aligned up to $140,000 base plus a 20% bonus, commensurate with experience
• No sponsorship available

Key Responsibilities:

Engagement & Program Management Leadership

• Lead day‑to‑day execution of complex enterprise transformation programs, ensuring disciplined delivery, transparency, and predictable outcomes
• Own the engagement operating model and ensure consistent application of PMO standards, processes, and governance across all workstreams
• Act as the primary point of accountability for program execution health, enabling Program Sponsors and Directors to make informed decisions

PMO Governance & Execution Control

• Establish and operate core PMO disciplines including scope, schedule, cost, quality, risks, issues, dependencies, assumptions, and benefits tracking
• Develop and maintain the Integrated Master Schedule (IMS), milestone plans, critical path analysis, and cross‑workstream dependency management
• Own RAID management, proactively driving mitigation strategies, escalation, and resolution
• Lead change control and scope governance to manage intake, impact analysis, and approval workflows while preventing over‑commitment
• Define, track, and report on program KPIs aligned to delivery performance and business outcomes

Financial & Commercial Management

• Own program financial management, including budgeting, forecasting, actuals tracking, variance analysis, and financial reporting
• Track vendor and partner commercials, milestones, and deliverables, ensuring alignment with contractual commitments
• Support benefits realization tracking and value realization reporting in partnership with business stakeholders

Stakeholder, Vendor & Executive Communications

• Operate structured executive and operational governance forums, including weekly reviews, SteerCo materials, and decision logs
• Produce executive‑ready reporting with clear, concise narratives on program status, risks, key decisions, and corrective actions
• Coordinate across multi‑vendor delivery teams to maintain alignment to plans, dependencies, and milestones
• Serve as a trusted partner to business, technology, and operations leaders, managing expectations and driving alignment

Delivery Assurance & Operational Readiness

• Enforce delivery discipline across release planning, readiness reviews, go‑live criteria, and post‑deployment stabilization (hypercare)
• Ensure required artifacts are produced to support operational readiness and service transition in coordination with delivery and operations teams
• Identify early indicators of delivery risk and recommend corrective actions to program leadership

About Capgemini:

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2024 global revenues of €22.1 billion.

Make it real | www.capgemini.com

Life at Capgemini:

Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:

• Flexible work

• Healthcare including dental, vision, mental health, and well-being programs

• Financial well-being programs such as 401(k) and Employee Share Ownership Plan

• Paid time off and paid holidays

• Paid parental leave

• Family building benefits like adoption assistance, surrogacy, and cryopreservation

• Social well-being benefits like subsidized back-up child/elder care and tutoring

• Mentoring, coaching and learning programs

• Employee Resource Groups

• Disaster Relief