Program Manager, Delivery - CCaaS

Overview

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 This role will have the option to be in a Work From Near (Hybrid) capacity based out of one of our Canadian offices, OR in a Work From Anywhere (Remote) capacity with travel to clients and TELUS Digital offices expected.

As a Program Manager, Delivery - CCaaS, 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, and is highly client-facing, requiring confidence leading executive discussions, delivery governance forums, and complex stakeholder environments.

• 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 life cycles 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.

• 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,…