Lead governance and lifecycle management for our CCaaS platform, ensuring clear standards for onboarding, integrations, support, and change management
Partner cross-functionally across OMX, Engineering, Product, Trust & Safety, and vendors to deliver routing, telephony, and omnichannel initiatives in alignment with project milestones
Translate business and operational needs into scalable program plans - balancing reliability today with extensibility for future automation and AI
Establish and maintain program-level controls: timelines, risk management, dependency mapping, executive reporting, and compliance alignment
Drive responsible onboarding of new tools and integrations into the contact center ecosystem, defining what “good” looks like from intake through sustainment
Build and document governance guardrails that reduce single-threaded ownership and enable shared support models across Systems Enablement
Champion operational readiness for us to sustain and scale by ensuring monitoring, documentation, knowledge transfer, and post-launch support models are in place before implementation milestones

Requirements

5+ years of experience leading large-scale technology or contact center transformation programs (CCaaS, CRM, or routing platforms preferred)
Hands-on experience implementing or managing modern CCaaS platforms (e.g., Genesys Cloud, NICE, CXOne, Salesforce, or similar), with a strong understanding of routing, telephony, and omnichannel workflows
Experience in building and maintaining contact center solutions, and comfort communicating the business case for change decisions and long-term value for investment
Demonstrated success building governance frameworks that balance agility with compliance, reliability, and scale
Experience translating technical solutions into clear business outcomes for operational and executive audiences
Strong program management fundamentals - risk management, dependency tracking, stakeholder alignment, and executive-ready reporting
A systems mindset: you think beyond “launch” and focus on lifecycle, sustainability, documentation, and shared ownership
Adept at leveraging AI-powered tools and platforms for personal and professional use, and to act as a champion for AI adoption across teams

Benefits

Competitive salary based on experience
401k match plus great medical, dental, vision, life, and disability benefits
Generous vacation policy and company-wide Chime Days, bonus company-wide paid days off
1% of your time off to support local community organizations of your choice
Annual wellness stipend to use towards eligible wellness related expenses
Up to 24 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents
Access to Maven, a family planning tool, with $15k lifetime reimbursement for egg freezing, fertility treatments, adoption, and more.
In-person and virtual events to connect with your fellow Chimers—think cooking classes, guided meditations, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too!

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

CCaaSCRMrouting platformsGenesys CloudNICECXOneSalesforcerisk managementdependency trackingprogram management

Soft Skills

communicationstakeholder alignmentagilityoperational readinessknowledge transfergovernancedocumentationlifecycle managementshared ownershipbusiness case development