Program Manager
Posted 1 day ago by Queen Square Recruitment
Negotiable
Undetermined
Hybrid
Greater Glasgow Area
Summary: The Program Manager will lead a complex contact centre transformation programme focused on integrating Amazon Connect and Salesforce Service Cloud Voice within a regulated enterprise environment. This role involves overseeing the entire delivery process, managing multiple workstreams, and ensuring operational readiness. The successful candidate will collaborate with various stakeholders and vendors to ensure compliance with governance and security requirements. The position is based in Glasgow and offers a hybrid working arrangement.
Key Responsibilities:
- Own and manage the integrated programme delivery plan, including milestones, dependencies, RAID management, governance, and executive reporting.
- Lead cross-functional delivery teams across telephony, CRM, workforce management, quality management, security, and data/MI functions.
- Oversee Amazon Connect delivery including queues, routing profiles, security profiles, contact flows, IVR design, and operational configuration.
- Manage integration delivery between Amazon Connect, Salesforce Service Cloud Voice, and upstream/downstream enterprise systems.
- Coordinate environment strategy and deployments across Dev, Test, UAT, and Production.
- Drive end-to-end testing governance including integration testing, UAT readiness, defect management, and entry/exit criteria.
- Lead cutover planning, Hypercare, transition into BAU, and operational acceptance activities.
- Ensure delivery aligns with security, compliance, and data protection governance requirements.
- Collaborate closely with business stakeholders, contact centre operations, architects, DevOps, QA, and third-party vendors.
Key Skills:
- Strong programme management experience delivering complex enterprise technology programmes.
- Experience delivering Amazon Connect implementations and contact centre transformation programmes.
- Strong understanding of Amazon Connect components including contact flows, IVR, queues, routing, security, and integrations.
- Experience with Salesforce Service Cloud Voice and unified agent desktop environments.
- Strong governance experience including RAID management, milestone tracking, dependency management, and executive reporting.
- Experience managing API/service integrations and multi-environment deployments.
- Experience working within regulated enterprise or public sector environments.
- Strong stakeholder management and vendor coordination skills.
- Experience managing Hypercare, transition, and operational readiness activities.
- Desirable: Experience with WFM/QM tooling integrations.
- Desirable: Experience with contact centre operational KPIs and QA frameworks.
- Desirable: Exposure to DevOps/release management practices.
- Desirable: Agile, PRINCE2, PMP, or equivalent certifications.
Salary (Rate): undetermined
City: Greater Glasgow Area
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: undetermined
Seniority Level: undetermined
Industry: Other
Program Manager – Amazon Connect / Salesforce Service Cloud Voice
Location: Glasgow (Hybrid)
Contract: 6–12 Months
We are seeking an experienced Program Manager to lead a complex contact centre transformation programme within a regulated enterprise environment. This role will oversee the end-to-end delivery of Amazon Connect and Salesforce Service Cloud Voice integration, managing multiple workstreams, third-party vendors, governance, testing, cutover, and operational readiness activities.
Key Responsibilities:
- Own and manage the integrated programme delivery plan, including milestones, dependencies, RAID management, governance, and executive reporting.
- Lead cross-functional delivery teams across telephony, CRM, workforce management, quality management, security, and data/MI functions.
- Oversee Amazon Connect delivery including queues, routing profiles, security profiles, contact flows, IVR design, and operational configuration.
- Manage integration delivery between Amazon Connect, Salesforce Service Cloud Voice, and upstream/downstream enterprise systems.
- Coordinate environment strategy and deployments across Dev, Test, UAT, and Production.
- Drive end-to-end testing governance including integration testing, UAT readiness, defect management, and entry/exit criteria.
- Lead cutover planning, Hypercare, transition into BAU, and operational acceptance activities.
- Ensure delivery aligns with security, compliance, and data protection governance requirements.
- Collaborate closely with business stakeholders, contact centre operations, architects, DevOps, QA, and third-party vendors.
Required Experience:
- Strong programme management experience delivering complex enterprise technology programmes.
- Experience delivering Amazon Connect implementations and contact centre transformation programmes.
- Strong understanding of Amazon Connect components including contact flows, IVR, queues, routing, security, and integrations.
- Experience with Salesforce Service Cloud Voice and unified agent desktop environments.
- Strong governance experience including RAID management, milestone tracking, dependency management, and executive reporting.
- Experience managing API/service integrations and multi-environment deployments.
- Experience working within regulated enterprise or public sector environments.
- Strong stakeholder management and vendor coordination skills.
- Experience managing Hypercare, transition, and operational readiness activities.
Desirable:
- Experience with WFM/QM tooling integrations.
- Experience with contact centre operational KPIs and QA frameworks.
- Exposure to DevOps/release management practices.
- Agile, PRINCE2, PMP, or equivalent certifications.