Skills

Communication Leadership Quality Management Agile Analytics

Job Specifications

Program Manager - Telecom Experience

Genesys Cloud Implementation (UK) with CCaaS Experience

This Job Description is for a senior-level Program Manager to lead the implementation of a Genesys Cloud solution. The ideal candidate will have extensive experience with Contact Centre as a Service (CCaaS) platforms, with a focus on delivering complex, large-scale projects in the UK.

Required Skills and Experience:

Extensive CCaaS Experience: Proven track record of leading multiple, large-scale implementations of a Contact Centre as a Service (CCaaS) platform. Direct experience with Genesys Cloud is highly preferred, but significant experience with platforms such as Amazon Connect, NICE CXone, or Five9 is also highly relevant. Any AI orchestration execution in the project would be added advantage.
Program Management: Demonstrable experience in a Program Manager, Senior Project Manager, or similar leadership role, with a focus on technology transformation projects.
Technical Acumen: Strong technical knowledge of contact centre technologies, including IVR, omnichannel routing, voice/digital channels, and API integrations. The ability to speak the same language as engineers and developers is crucial.
Soft Skills: Excellent leadership, communication, and interpersonal skills. Must be a natural problem-solver with a collaborative and results-driven approach.
UK Market Knowledge: A solid understanding of the UK business environment, including relevant regulatory and compliance requirements (e.g., GDPR).
Certifications: Professional certifications such as Prince2, PMP, or Agile certifications (e.g., Certified ScrumMaster) are highly desirable. Genesys Cloud certifications are a significant plus.

Desirable Qualifications:

Experience with Workforce Management (WFM), Quality Management (QM), and Analytics tools within a CCaaS environment.
Familiarity with cloud-based architectures and security best practices.
Experience managing global or multi-country implementations.

Min experience: 10+ yrs of experience.

About the Company

Response Informatics is a globally established end-to-end technology and enterprise-level management consulting company. We have our corporate offices in New Jersey, USA, and Hyderabad, India. Incorporated in 1996, we have been sailing the ship with a single goal, the global adaption of the best technological and result driven practices for business growth. With a humble start with management consulting and global staffing solutions, we have moved up the ladder sharply and significantly. Soon enough, we were delivering in... Know more