The Giant Bullseye
Technical Program Manager Genesys Platform
The Giant Bullseye, Saint Louis, Missouri, United States
Job Description
Job Description
Job Summary:
We are looking for a
Technical Program Manager (TPM)
with deep experience in the
Genesys platform
to lead the planning, execution, and delivery of large-scale contact center initiatives. This role bridges the gap between engineering, operations, and business stakeholders to ensure successful implementation and optimization of Genesys Cloud/Engage solutions.
Key Responsibilities:
Own end-to-end delivery of Genesys-related programs, ensuring alignment with business goals and technical feasibility.
Define program scope, milestones, timelines, and success metrics in coordination with stakeholders.
Manage cross-functional teams, including developers, QA, architects, and operations staff, to deliver Genesys enhancements and migrations.
Oversee platform upgrades, feature rollouts, and third-party integrations (CRM, WFM, analytics).
Collaborate closely with vendors, internal product teams, and external partners to ensure proper execution and escalation handling.
Facilitate Agile/Scrum ceremonies, program reviews, and stakeholder communications.
Ensure all Genesys solutions meet compliance, security, and operational standards.
Identify risks, track dependencies, and proactively resolve blockers.
Required Skills and Qualifications:
10+ years of experience as a Technical Program Manager or similar role.
Hands-on program management experience with
Genesys Cloud CX
and/or
Genesys Engage .
Strong technical understanding of IVR, call routing, SIP, telephony, and contact center operations.
Experience managing software development life cycles and cross-functional delivery teams.
Exceptional communication and stakeholder management skills.
Proficient in Agile, Jira, Confluence, and program tracking tools.
Job Description
Job Summary:
We are looking for a
Technical Program Manager (TPM)
with deep experience in the
Genesys platform
to lead the planning, execution, and delivery of large-scale contact center initiatives. This role bridges the gap between engineering, operations, and business stakeholders to ensure successful implementation and optimization of Genesys Cloud/Engage solutions.
Key Responsibilities:
Own end-to-end delivery of Genesys-related programs, ensuring alignment with business goals and technical feasibility.
Define program scope, milestones, timelines, and success metrics in coordination with stakeholders.
Manage cross-functional teams, including developers, QA, architects, and operations staff, to deliver Genesys enhancements and migrations.
Oversee platform upgrades, feature rollouts, and third-party integrations (CRM, WFM, analytics).
Collaborate closely with vendors, internal product teams, and external partners to ensure proper execution and escalation handling.
Facilitate Agile/Scrum ceremonies, program reviews, and stakeholder communications.
Ensure all Genesys solutions meet compliance, security, and operational standards.
Identify risks, track dependencies, and proactively resolve blockers.
Required Skills and Qualifications:
10+ years of experience as a Technical Program Manager or similar role.
Hands-on program management experience with
Genesys Cloud CX
and/or
Genesys Engage .
Strong technical understanding of IVR, call routing, SIP, telephony, and contact center operations.
Experience managing software development life cycles and cross-functional delivery teams.
Exceptional communication and stakeholder management skills.
Proficient in Agile, Jira, Confluence, and program tracking tools.