Senior Program Manager (Contact Center Transformation)

TL;DR

Senior Program Manager (Contact Center Transformation): Leading strategic contact center transformation initiatives from planning through execution with an accent on large-scale technology implementations and cross-functional team leadership. Focus on managing complex delivery lifecycles, stakeholder alignment, and driving operational efficiency within contact center ecosystems.

Location: Must be based in the United States

Company

hirify.global is a digital technology services and solutions company focused on helping businesses transform through innovation and engineering.

What you will do

• Lead end-to-end delivery of complex contact center transformation programs and strategic initiatives.
• Manage multiple concurrent projects, ensuring delivery on scope, schedule, budget, and quality.
• Drive program governance, including status reporting, risk management, and executive communications.
• Lead cross-functional and geographically distributed teams to achieve project milestones.
• Partner with operations to improve customer experience, efficiency, and workforce performance.
• Manage project budgets, resource planning, and vendor relationships.

Requirements

• Must be based in the United States
• Bachelor's degree in Business, Information Technology, Engineering, or a related field.
• 8+ years of project or program management experience delivering large-scale business or technology initiatives.
• Significant experience in contact center operations and transformation programs.
• Proven people management experience, including leading cross-functional and matrixed teams.
• Strong stakeholder management and executive communication skills.

Nice to have

• Hands-on experience delivering Amazon Connect (AWS Connect) implementations.
• Experience with AWS cloud technologies and contact center ecosystems.
• Knowledge of CRM platforms such as Salesforce, ServiceNow, or Microsoft Dynamics.
• PMP, PgMP, PMI-ACP, or Scrum Master certification.

Culture & Benefits

• Opportunity to work on high-impact digital transformation projects.
• Collaborative environment with a focus on continuous improvement and accountability.
• Exposure to diverse technology stacks and enterprise-level ecosystems.
• Commitment to equal employment opportunity and inclusive workplace practices.