Program Manager, Delivery – CCaaS

About the role

As a Program Manager, Delivery – CCaaS you will join TELUS Digital’s CX Transformation team to lead large‑scale contact‑center technology programs. You will work closely with engineering, product, and client stakeholders to ensure solutions are delivered on time, within scope, and on budget, while supporting a hybrid or remote work model across the United States.

Key responsibilities

• Lead end‑to‑end delivery of business‑critical contact‑center solutions, including planning, design, implementation, testing, training, deployment and handoff.
• Own program‑level governance for CCaaS engagements, managing integrated project plans, dependencies, risk, issue and change control.
• Provide regular delivery status reporting and executive updates to internal and client audiences.
• Coordinate cross‑functional, international delivery teams, setting clear direction, expectations and accountability.
• Travel to client sites, TELUS Digital offices and contact‑center locations as required.

Required profile

• Proven experience leading complex, multi‑vendor technology programs, preferably in contact‑center or telecom environments.
• Strong stakeholder management skills with the ability to influence senior executives.
• Excellent communication and governance capabilities in fast‑paced, client‑facing settings.
• Willingness to travel domestically for client and office engagements.

Required skills

• CCaaS platforms
• Project management tools (e.g., MS Project, JIRA)
• Risk and issue management
• Change control processes

What we offer

• Hybrid or remote work flexibility within the U.S.
• Opportunity to work on high‑impact digital transformation projects for a leading telecom provider.
• Collaborative, people‑first culture with global teams.