Job Description

• Build and manage the integrated migration plan, including scope, milestones, dependencies, resources, and budget across teams and Genesys delivery teams.
• Plan migration waves and cutovers around call volume, service levels, and operational commitments in partnership with Contact Center Operations.
• Lead risk, issue, change, and decision management, and escalate early when schedule, scope, or quality is at risk.
• Coordinate requirements, build, testing, and readiness activities so they stay in sync across teams.
• Track vendor deliverables, milestones, and acceptance in partnership with procurement and Customer Experience Systems leads.

• Plan and track the migration of contact center reports and dashboards, including dependencies on data and reporting teams.
• Coordinate reporting cutover and legacy report retirement so leaders keep the visibility they need.

• Run project governance, working sessions, and status reporting for leadership and stakeholders.
• Maintain clear records of decisions, risks, actions, and changes.
• Prepare concise updates on progress, risks, and needed decisions for Technology and Customer Operations leaders.

• Support planning, sequencing, and estimating for future Customer Experience Systems initiatives.
• Establish reusable delivery practices, plan templates, and lessons learned that speed up future efforts.

• Support planning and coordination of AI-enabled initiatives that connect to the contact center, including pilots and production rollouts.
• Manage cross-team dependencies between contact center platforms and Gigawatt teams.

• Bachelor s degree in information systems, business, engineering, or a related field, or an equivalent combination of education and experience.
• Eight or more years of IT project management experience, including leading large, multi-team technology implementations.
• Experience delivering contact center technology projects, including routing, IVR, telephony, or reporting.
• Experience managing vendors and systems integrators, including tracking deliverables and acceptance.
• Experience planning platform migrations or cutovers with minimal disruption to operations.
• Strong leadership, communication, and status reporting skills with both business and technical audiences.

• Experience delivering a Genesys Cloud CX or other enterprise CCaaS migration.
• Experience with AI, analytics, or self-service initiatives in a contact center.
• Experience in a regulated industry, preferably electric utility or energy.
• PMP, PgMP, Agile, SAFe, or related project management certification.

• Planning and Organization
• Leadership
• Accountability
• Risk Management
• Decision Support
• Collaboration
• Communication
• Problem Solving
• Adaptability

• Migration waves delivered on schedule and within budget, with minimal disruption to customers and agents
• Clear, current visibility into progress, risks, and decisions for leadership
• Vendor deliverables tracked and accepted against agreed milestones
• Contact center reporting available and trusted through and after cutover
• Repeatable delivery practices that support Contact Center roadmap and Gigawatt AI work