Program Manager, Delivery - CCaaS

LOCATION AND FLEXIBILITY

This role will have the option to be in a Work From Near (Hybrid) capacity based out of one of our Canadian offices, OR in a Work From Anywhere (Remote) capacity with travel to clients and TELUS Digital offices expected.

THE OPPORTUNITY

As a Program Manager, Delivery - CCaaS, you’ll partner with engineering and product leaders to drive contact center technology programs from start to finish. We seek an experienced delivery lead with exceptional program management skills who is comfortable connecting the dots across many stakeholders to drive business value. You’ll lead a cross‑functional team and employ effective project and change management controls to drive delivery on time, in scope, and within budget. This role requires some travel to clients and other offices, including our contact centers, and is highly client‑facing, requiring confidence leading executive discussions, delivery governance forums, and complex stakeholder environments.

RESPONSIBILITIES

• Lead end-to-end delivery of business-critical contact center solutions, including planning, design, implementation, testing, training, deployment, and structured handoff to client operations or support teams.
• Own program-level governance for CCaaS engagements, including integrated project plans, dependency management across vendors and carriers, risk and issue management, change control, and delivery status reporting.
• Provide strong program leadership to cross-functional, international delivery teams, setting clear direction, expectations, and accountability while fostering collaboration and continuous improvement.
• Champion effective communication by delivering timely and tailored updates for various internal audiences, including engineering teams, product managers, marketing partners, and C-level executives. Comfort in translating technical solutions for business and executive audiences is