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Program Manager with IVR Nice
Location McKenney, Dallas, Texas
Hybrid 4 days in office above
Duration 6 extendible
Job Description:
Program Manager with IVR Nice
Location McKenney, Dallas, Texas
Hybrid 4 days in office above
Duration 6 extendible
Job Description:
- We are seeking an experienced Program Manager to lead the end-to-end implementation and transformation of an enterprise Contact Center platform using NICE or Genesys technologies.
- This role will be responsible for standing up the platform, driving architecture and solution design, and managing integrations with enterprise core systems to enable a modern, scalable customer engagement ecosystem.
- The Program Manager will oversee the implementation of voice, digital channels, IVR, telephony infrastructure, and enterprise integrations, while coordinating across business stakeholders, IT teams, operations, and external vendors.
- Lead the end-to-end program delivery for implementation of a NICE or Genesys contact center platform, including planning, execution, governance, and rollout.
- Drive solution design and architecture discussions across contact center platform capabilities including voice routing, digital channels, workforce optimization, call recording, analytics, and reporting.
- Oversee IVR strategy and call flow design, ensuring optimal customer journeys, intelligent routing, and effective self-service capabilities.
- Lead telecommunication and telephony architecture coordination, including SIP trunks, carrier connectivity, call routing, and network readiness.
- Manage integration strategy and execution with enterprise systems such as CRM platforms, policy administration systems, claims platforms, customer data platforms, and identity services.
- Drive the design and implementation of native CRM capabilities within the contact center platform, enabling an integrated agent desktop and customer engagement workflows.
- Coordinate cross-functional teams including business operations, contact center leadership, IT architecture, engineering teams, and external vendors.
- Establish program governance, risk management, and executive reporting to ensure successful delivery aligned with business objectives.
- Manage vendor relationships including platform providers, telecom vendors, and system integrators
- 12 years of experience in technology program management or digital transformation initiatives.
- Proven experience implementing enterprise contact center platforms such as NICE or Genesys.
- Strong knowledge of contact center architecture, IVR platforms, and telephony infrastructure.
- Experience managing complex integrations across multiple enterprise systems using APIs and middleware.
- Experience designing agent desktop solutions and CRM integrations within contact center platforms.
- Experience in insurance industry- Good to have
- Familiarity with AI-enabled contact center capabilities such as virtual agents, call summarization, and conversational analytics- Good to have.
- PMP or Agile certifications preferred- Good to have