Business Consulting Program Manager

Job Title: Business Consulting
Program Manager

Location:
Dallas, TX (Local candidates only)

Work Model:
Hybrid (4 days onsite)

Interview:
In-person final round

Job Summary

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 drive delivery, architecture alignment, and cross-functional coordination to ensure successful program execution.

Key Responsibilities

- Lead
end-to-end program delivery
for NICE/Genesys contact center implementation
- Drive
solution design and architecture discussions
(voice, digital channels, WFM, analytics)
- Oversee
IVR strategy and call flow design
for optimized customer journeys
- Manage
telephony architecture
(SIP trunks, routing, carrier connectivity)
- Lead
integration strategy
with enterprise systems (CRM, policy, claims, data platforms)
- Support
agent desktop and CRM integration design
- Coordinate cross-functional teams including business, IT, and vendors
- Establish
program governance, risk management, and reporting
- Manage
vendor relationships
(platform, telecom, system integrators)

Required Qualifications

- 12+ years
of experience in program management or digital transformation
- Proven experience with
NICE or Genesys contact center platforms
- Strong knowledge of
contact center architecture, IVR, and telephony systems
- Experience managing
complex integrations (APIs, middleware)
- Strong leadership, communication, and stakeholder management skills

Preferred Qualifications

- Experience in
insurance domain
- Exposure to
AI-enabled contact center solutions
(virtual agents, analytics)
- PMP or Agile certifications
- Experience with
CRM integrations and agent desktop solutions

Apply / Refer:

Abhi

Jr IT Recruiter | S4 Analytics

Phone: +1 (469)429-8068

Email: Abhi@s4analytix.com