Technical Program Manager Genesys Platform

Job Description

Job Summary:

We are looking for a Technical Program Manager (TPM) with deep experience in the Genesys platform to lead the planning, execution, and delivery of large-scale contact center initiatives. This role bridges the gap between engineering, operations, and business stakeholders to ensure successful implementation and optimization of Genesys Cloud/Engage solutions.

Key Responsibilities:

Own end-to-end delivery of Genesys-related programs, ensuring alignment with business goals and technical feasibility.

Define program scope, milestones, timelines, and success metrics in coordination with stakeholders.

Manage cross-functional teams, including developers, QA, architects, and operations staff, to deliver Genesys enhancements and migrations.

Oversee platform upgrades, feature rollouts, and third-party integrations (CRM, WFM, analytics).

Collaborate closely with vendors, internal product teams, and external partners to ensure proper execution and escalation handling.

Facilitate Agile/Scrum ceremonies, program reviews, and stakeholder communications.

Ensure all Genesys solutions meet compliance, security, and operational standards.

Identify risks, track dependencies, and proactively resolve blockers.

Required Skills and Qualifications:

10+ years of experience as a Technical Program Manager or similar role.

Hands-on program management experience with Genesys Cloud CX and/or Genesys Engage.

Strong technical understanding of IVR, call routing, SIP, telephony, and contact center operations.

Experience managing software development life cycles and cross-functional delivery teams.

Exceptional communication and stakeholder management skills.

Proficient in Agile, Jira, Confluence, and program tracking tools.