What are the responsibilities and job description for the Senior Program Manager / Project Manager position at Servion Global Solutions?
Servion is looking for Experienced Program / Project Management professional specializing in large-scale Contact Center as a Service (CCaaS) transformation programs with strong expertise in cloud contact center migrations, omnichannel customer experience modernization, and enterprise delivery governance. Proven track record leading complex global deployments while ensuring alignment to business objectives, operational continuity, timelines, budgets, and quality standards.
Possesses strong functional and technical understanding of modern CCaaS platforms including architecture, telephony, routing strategies, IVR, integrations, workforce optimization, analytics, APIs, CRM connectivity, and cloud infrastructure dependencies. Adept at bridging business stakeholders, technical teams, vendors, and executive leadership to successfully deliver end-to-end transformation initiatives.
Core Competencies
* Enterprise CCaaS migration and modernization programs
* Program governance and PMO leadership
* Agile, Waterfall, and hybrid delivery methodologies
* Budget management, forecasting, and financial oversight
* Risk identification, mitigation, and dependency management
* Cross-functional stakeholder and vendor management
* Resource planning and delivery coordination
* Cutover planning, go-live readiness, and hypercare support
* Change management and operational transition
* KPI, SLA, and service delivery governance
Platform Experience
* Extensive experience managing implementations and migrations involving Genesys cloud contact center platforms
* Working knowledge of:
* NICE CXone
* Cisco Contact Center / Webex CC solutions
* Experience coordinating telephony, CRM, AI, reporting, and third-party system integrations within enterprise contact center ecosystems
Key Responsibilities
* Lead end-to-end CCaaS transformation and migration programs from planning through production stabilization
* Define program roadmaps, governance structures, milestones, and delivery strategies
* Coordinate architecture, telecom, infrastructure, security, and application workstreams
* Drive proactive risk management, issue resolution, and executive-level reporting
* Ensure delivery within scope, budget, timeline, and quality expectations
* Manage vendor engagement, delivery accountability, and stakeholder communication
* Oversee testing, operational readiness, training, transition, and support handover activities
* Support solution validation through strong understanding of CCaaS platform capabilities and technical dependencies
Preferred Qualifications
* 10 years of Program / Project Management experience
* Strong background in enterprise contact center transformation initiatives
* PMP, PgMP, Agile, or Scrum certifications preferred
* Experience leading global delivery teams across onsite and offshore models