Business Consulting Program Manager

Job Title: Business Consulting Program Manager Location: Dallas, TX (Local candidates only)Work Model: Hybrid (4 days onsite)Interview: In-person final roundJob SummaryWe are seeking an experienced Program Manager to lead the end-to-end implementation and transformation of an enterprise Contact Center platform using NICE or Genesys technologies. This role will drive delivery, architecture alignment, and cross-functional coordination to ensure successful program execution.Key ResponsibilitiesLead end-to-end program delivery for NICE/Genesys contact center implementationDrive solution design and architecture discussions (voice, digital channels, WFM, analytics)Oversee IVR strategy and call flow design for optimized customer journeysManage telephony architecture (SIP trunks, routing, carrier connectivity)Lead integration strategy with enterprise systems (CRM, policy, claims, data platforms)Support agent desktop and CRM integration designCoordinate cross-functional teams including business, IT, and vendorsEstablish program governance, risk management, and reportingManage vendor relationships (platform, telecom, system integrators)Required Qualifications12+ years of experience in program management or digital transformationProven experience with NICE or Genesys contact center platformsStrong knowledge of contact center architecture, IVR, and telephony systemsExperience managing complex integrations (APIs, middleware)Strong leadership, communication, and stakeholder management skillsPreferred QualificationsExperience in insurance domainExposure to AI-enabled contact center solutions (virtual agents, analytics)PMP or Agile certificationsExperience with CRM integrations and agent desktop solutionsApply / Refer:AbhiJr IT Recruiter | S4 AnalyticsPhone: +1 (469)429-8068Email: