Program Manager, Delivery - CCaaS

Summary

TELUS Digital is an award-winning digital product consultancy and the digital division of TELUS, focusing on transformative customer experiences. The Program Manager, Delivery - CCaaS will lead the delivery of contact center technology programs, managing cross-functional teams and ensuring successful project execution within budget and scope.

Responsibilities

• Lead end-to-end delivery of business-critical contact center solutions, including planning, design, implementation, testing, training, deployment, and structured handoff to client operations or support teams
• Own program-level governance for CCaaS engagements, including integrated project plans, dependency management across vendors and carriers, risk and issue management, change control, and delivery status reporting
• Provide strong program leadership to cross-functional, international delivery teams, setting clear direction, expectations, and accountability while fostering collaboration and continuous improvement
• Champion effective communication by delivering timely and tailored updates for various internal audiences, including engineering teams, product managers, marketing partners, and C-level executives
• Comfort in translating technical solutions for business and executive audiences is critical
• Drive and govern Agile and hybrid delivery lifecycles appropriate for CCaaS implementations, ensuring alignment across technology, telephony, and operational readiness milestones
• Manage project-level budgets, forecasts, and financials, including resource planning, utilization tracking, and variance management, to ensure delivery within approved scope and funding
• Be a flexible and adaptive leader, applying appropriate frameworks to suit the contact center’s evolving needs and the team's working style
• Encourage and lead an engaging team environment, celebrating wins, learning from setbacks, and fostering a sense of shared purpose
• Show a high degree of agency, proactively identifying opportunities and overcoming obstacles to ensure the team and solutions are set up for success

Skills

• 7+ years of experience in the software development industry in a role such as Technical Project Manager, Delivery Manager, Engagement Lead or Program Manager
• Experience in deploying and maintaining contact center solutions (e.g., Genesys, Amazon Connect, Five9, Google CES), and comfort communicating the business case for change decisions and long-term value for investment
• Proven expertise in managing complex program dependencies, specifically across third-party vendors, telephony carriers, and internal technical teams to ensure seamless platform integration and cutover
• Strong financial acumen with experience tracking project budgets, managing resource utilization, and conducting variance analysis to ensure large-scale programs remain fiscally on track
• Demonstrated empathy and confidence in managing complex software products with multiple internal stakeholders
• An experienced delivery leader who can assess, escalate, and communicate technical or process risks and issues across platforms and teams, partnering closely with architects and engineers
• An expert communicator who can run workshops and structured meetings to align internal stakeholders on enterprise business goals
• Adept at leveraging AI-powered tools and platforms for personal and professional use, and to act as a champion for AI adoption across teams
• Program and delivery certifications such as PMP, SAFe Agilist, Scrum Master, or ITIL are a plus

Qualifications

Must Haves

• 7+ years of experience in the software development industry in a role such as Technical Project Manager, Delivery Manager, Engagement Lead or Program Manager
• Experience in deploying and maintaining contact center solutions (e.g., Genesys, Amazon Connect, Five9, Google CES), and comfort communicating the business case for change decisions and long-term value for investment
• Proven expertise in managing complex program dependencies, specifically across third-party vendors, telephony carriers, and internal technical teams to ensure seamless platform integration and cutover
• Strong financial acumen with experience tracking project budgets, managing resource utilization, and conducting variance analysis to ensure large-scale programs remain fiscally on track
• Demonstrated empathy and confidence in managing complex software products with multiple internal stakeholders
• An experienced delivery leader who can assess, escalate, and communicate technical or process risks and issues across platforms and teams, partnering closely with architects and engineers
• An expert communicator who can run workshops and structured meetings to align internal stakeholders on enterprise business goals
• Adept at leveraging AI-powered tools and platforms for personal and professional use, and to act as a champion for AI adoption across teams

Nice to Haves

• Program and delivery certifications such as PMP, SAFe Agilist, Scrum Master, or ITIL are a plus