Program Manager

Location: Remote

 

Program Manager

 

Systems Integration, Inc. (SII) is seeking a Program Manager to serve as the contractor's senior operational lead for a federal CCaaS implementation program. This position is accountable for all project operations, strategic planning, staffing, performance, risk management and delivery across full program lifecycle. The Program Manager will work cooperatively with the federal Contact Center Program Management Office and serve as the primary liaison to the Contracting Officer's Representative (COR).

 

Key Responsibilities:

• Develop and manage a FedRAMP authorized CCaaS implementation project, migration, systems integration, transition, and organizational change activities to support timely cutover and seamless integration with Oracle Cloud Customer Relationship Management (CRM) and other systems.

• Oversee technical support, solution implementation, and ongoing service delivery.

• Support business case development and communicate clearly and effectively with executive stakeholders, government representatives, program personnel, and technical teams.

• Serve as the primary contractor liaison to the federal COR, coordinating priorities, status, risks, and issue resolution with the federal Contact Center Program Management Office.

• Coordinate workflow, communications, dependencies, and issue resolution across contractor personnel, federal stakeholders, technical teams, subcontractors, vendors, and other program participants.

• Develop, manage, control deliverables related to FedRAMP-authorization compliance, government security compliance, program governance, technical implementation, operational readiness, and cost control.

 

Qualifications:

• Graduate degree in a science, technology, engineering, or mathematics (STEM) field, or an equivalent combination of education and experience.

• Experience implementing FedRAMP-authorized CCaaS platforms such as Genesys Cloud CX, NiCE CXone, Talkdesk, TMetrics, Amazon Connect, or similar solutions, etc.

• At least five years of experience managing federal government contracts, including deliverables, performance expectations, stakeholder communication, and contract compliance.

• Experience designing, developing, implementing, or modernizing public-use contact centers, including AI, operational processes, technology integration, and service delivery.

• In-depth knowledge of contact center operations and information technology services.

• Experience supporting complex, decentralized customer contact center functions.

• Knowledge of business case development and organizational change management principles.

• Experience managing technical support, solution implementation, integration, transition, and service delivery activities.

• Demonstrated ability to manage technical personnel, subcontractors, vendors, and government stakeholders in a complex implementation environment.