Programme Manager - Contact Centre
Posted 1 day ago by Adecco
Negotiable
Inside
Undetermined
London, UK
Summary: The Programme Manager will lead the delivery of a Genesys Contact Centre solution for a leading global technology company. This role requires extensive experience in contact centre transformation, strong leadership skills, and the ability to manage large-scale initiatives effectively. The successful candidate will oversee multiple workstreams, ensuring compliance and successful implementation while engaging with various stakeholders. This is a contract position based in the UK, specifically in cities like Birmingham, London, Bristol, and Manchester.
Key Responsibilities:
- Drive end-to-end delivery of Genesys Cloud (CaaS) solution across multiple workstreams.
- Manage programme governance, budgets, timelines, and stakeholder engagement.
- Coordinate with technical teams, vendors, and business units to ensure successful implementation.
- Oversee migration and integration of contact centre systems into Genesys platform.
- Ensure compliance with security, regulatory, and operational standards.
- Provide regular reporting to senior leadership and manage risks/issues proactively.
Key Skills:
- 10-12+ years experience in Contact Centre transformation programmes.
- Proven track record of delivering Genesys CaaS solutions in the recent past.
- Strong programme management skills (planning, governance, stakeholder management).
- Excellent communication and leadership skills.
- Ability to manage complex, multi-site delivery with significant travel requirements.
Salary (Rate): undetermined
City: London
Country: UK
Working Arrangements: undetermined
IR35 Status: inside IR35
Seniority Level: undetermined
Industry: IT
Programme Manager - Genesys Contact Centre Delivery (Contract)
Location: Birmingham, London, Bristol, Manchester (UK)
Contract: 12 months
Inside IR35
About the Role
A leading global technology company is seeking an experienced Programme Manager to lead the delivery of a Genesys Contact Centre (CaaS) solution. This is a high-profile programme requiring strong leadership, deep technical understanding of contact centre platforms, and proven experience in managing large-scale transformation initiatives.
Key Responsibilities
- Drive end-to-end delivery of Genesys Cloud (CaaS) solution across multiple workstreams.
- Manage programme governance, budgets, timelines, and stakeholder engagement.
- Coordinate with technical teams, vendors, and business units to ensure successful implementation.
- Oversee migration and integration of contact centre systems into Genesys platform.
- Ensure compliance with security, regulatory, and operational standards.
- Provide regular reporting to senior leadership and manage risks/issues proactively.
Essential Skills & Experience
- 10-12+ years experience in Contact Centre transformation programmes.
- Proven track record of delivering Genesys CaaS solutions in the recent past.
- Strong programme management skills (planning, governance, stakeholder management).
- Excellent communication and leadership skills.
- Ability to manage complex, multi-site delivery with significant travel requirements.
Preferred Qualifications
- PRINCE2, MSP, or PMP certification.
- Familiarity with other CCaaS platforms (Cisco, Avaya, NICE, Five9) is a plus.
Interested? Apply now to join a global leader and deliver a cutting-edge contact centre transformation programme.