Program Manager - Contact Center
Who We Are
Welcome to TELUS Digital — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.
With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.
From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.
Location and Flexibility
Our Program Manager - Contact Center, is an integral part of our CX Transformation team at TELUS Digital. To help retain our deep culture of collaboration, this role will maintain an in-office presence in a hybrid capacity 2-3 days/week. This role can be located in Boston, MA, Columbus, OH, Charlottesville, VA, or Durham, NC.
The Opportunity
As a Program Manager - Contact Center, you’ll partner with engineering and product leaders to drive contact center technology programs from start to finish. We seek an experienced delivery lead with exceptional program management skills who is comfortable connecting the dots across many stakeholders to drive business value. You’ll lead a cross-functional team and employ effective project and change management controls to drive delivery on time, in scope, and within budget. This role requires some travel to clients and other offices, including our contact centers.
Responsibilities
- Lead end-to-end delivery of business-critical contact center solutions, including planning, design, implementation, testing, and deployment.
- Be a true people leader. Cultivate and mentor a high-performing, international multidisciplinary team, providing clear direction and fostering a culture of ownership and continuous improvement.
- Champion effective communication by delivering timely and tailored verbal and written 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 the end-to-end Agile delivery lifecycle in the contact center, establishing iterative timelines that ensure convergent implementation.
- Manage capital budget and financials to ensure accuracy and compliance, and to inform smart investment decisions and business case development.
- 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.
Qualifications
- 7+ years of experience in the software development industry in a role such as Technical Project Manager, Delivery Manager, or Program Manager.
- Experience in building and maintaining contact center solutions (e.g., Genesys, AWS, Five9, or NiCE), and comfort communicating the business case for change decisions and long-term value for investment.
- Demonstrated empathy and confidence in managing complex software products with multiple internal stakeholders.
- An experienced technical problem solver who can adeptly address and communicate technical or process issues across systems and teams.
- 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.
Equal Opportunity Employer
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
We will only use the information you provide to process your application and to produce tracking statistics. Since we do not request personal data deemed sensitive, we ask you to abstain from sharing that information with us.
For more information on how we use your information, see our Privacy Policy.
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What We'll Offer
In addition to a great culture and interesting work with opportunities for growth and development, this position is eligible for the following benefits:
- Healthcare benefits - Medical, Vision, Dental (Including an option for 100% coverage of individual employee medical premiums)
- Life & Disability Insurance
- 401K matching
- Flexible paid time off & paid company holidays
- Parental Leave
- Employee Assistance Program (EAP)
- And more!
*Individual compensation is based on various factors unique to each candidate, including skill set, experience, qualifications, and other job-related reasons determined during the interview process. Role ranges are periodically reviewed and updated based on market changes, internal needs, and industry trends. To drive ongoing pay equity for team members, TELUS Digital conducts regular compensation audits.
USA Pay Range
$100,000 - $160,000 USD
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