Manager, Engineering Program Management, Customer Systems

What you'll do

• Lead a team of Engineering Program Managers to deliver complex, multi-year platform initiatives across a global contact center footprint.
• Own the portfolio roadmap, delivery, and overall budget including forecasting, cost allocation, and total cost of ownership.
• Drive the adoption of Generative AI and agentic tooling to automate administrative tasks and enhance program execution.
• Partner with engineering, architecture, and business stakeholders to translate high-level strategy into executable roadmaps.
• Challenge existing processes, vendor roadmaps, and architectural assumptions by building data-driven analyses to prove better alternatives.
• Manage and develop a geographically dispersed team of program managers and senior individual contributors.
• Engage directly with engineers and architects to audit technical work and challenge underlying assumptions.

What we're looking for

• 10+ years of experience in technical or engineering program management delivering large, complex, cross-functional initiatives.
• 5+ years of direct people management experience leading program managers or senior individual contributors across dispersed teams.
• Demonstrated ownership of program or portfolio budgets, including forecasting, cost allocation, TCO, and ROI evaluation.
• Hands-on experience applying Generative AI tools and LLMs to program execution tasks like documentation or data synthesis.
• Strong technical fluency to engage directly with engineers and architects to challenge assumptions and technical work.
• Bachelor's or Master's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.
• Exceptional written and verbal communication skills with proven experience influencing executive leadership.
• Experience delivering large-scale platform migrations, agentic AI workflows, or contact center domain systems (preferred).