IT Program Manager with CCaaS and NICE CXone experience - 100% remote

Calance - Denver, CO

Full-time - Mid Level

Remote - Denver, CO

11-50 employees

Professional, Scientific, and Technical Services

About the position

The IT Program Manager is responsible for overseeing the transformation of over 20 disparate contact centers into three consolidated centers, focusing on the integration of NICE CXone as the primary telephony solution. This role involves collaboration with Scrum masters and project managers to implement CRM and workflow capabilities, ensuring that business requirements are met effectively.

Responsibilities

• Coordinate the CCaaS and CRM implementation and integration projects
• Work closely with IT Lead, cross-functional teams, and assigned workstream project managers to develop the scope, deliverables, required resources, work plan, budget, and timing for each project workstream
• Responsible for overall execution of the program to meet scope and schedule
• Manage program and project teams and coordinate and delegate cross-project initiatives
• Identify key requirements for cross-functional teams and external vendors
• Ensure program adherence to required IT methodology
• Own maintenance & accuracy of overall program management plan
• On-board resources to the project & train resources on required project tools
• Support detailed project estimates
• Work with other program managers to identify risks and opportunities across multiple projects within the department
• Analyze, evaluate, and oversee program risks, and produce program reports for managers and stakeholders
• Escalate risks and unresolved roadblocks to the IT Lead
• Ensure timely and quality responses from project teams
• Develop project plans (deliverables, schedule)
• Define resource requirements, establish project organization structure and manage project team
• Create detailed plan for the workstream and track progress against plan
• Formally manage scope change process and update the project plan as necessary
• Manage day to day project activities
• Monitor and track progress and ensure quality of team deliverables
• Assign tasks to team members and track progress
• Regularly communicate with stakeholders

Requirements

• Experience in IT transformation and telephony solutions
• Proven experience in managing CCaaS implementations, specifically NICE CXone
• Strong background in program management and IT management
• Experience with Agile/SCRUM methodologies
• Knowledge of healthcare information systems and user experience
• Familiarity with CRM/workflow solutions for CCaaS agent desktops, such as Salesforce and ServiceNow
• Proficiency in project management tools like Smartsheets, MS Project, JIRA, and Confluence

Nice-to-haves

• Experience with Google Cloud
• Knowledge of workforce management and quality management
• Familiarity with conversational AI technologies
• Experience in training and knowledge management

Benefits

• 100% remote work opportunity
• Contract position with W2 employment