We are looking for an experienced Principal Program Manager with deep knowledge of CCaaS (Contact Center as a Service) operations and enterprise-scale platforms. This role is based onsite in San Jose, CA or Dallas, TX and requires hands-on program ownership, cross-functional leadership, and strong expertise in customer engagement.

You will lead enterprise-level implementations for some of the largest global clients, ensuring smooth delivery of CCaaS solutions that improve customer experiences and business outcomes. If you are passionate about technology, program leadership, and stakeholder management, this role offers a platform to showcase your skills.

Key Responsibilities of the Principal Program Manager – CCaaS

• End-to-End Program Ownership: Manage scope, stakeholders, risks, enhancements, and change processes for large-scale CCaaS rollouts.

• Platform Expertise: Work with providers such as Twilio, Genesys, Cisco, or Amazon Connect to ensure integration and seamless functionality.

• Customer Engagement: Serve as a trusted advisor to enterprise clients, aligning CCaaS solutions with business KPIs and goals.

• Stakeholder Management: Collaborate with executive leaders, ensuring accountability, alignment, and progress at every stage.

• Cross-Functional Leadership: Partner with enablement teams and technical experts to ensure clarity and transparency across the project lifecycle.

• Project Oversight: Monitor and report project status, risks, forecasts, and deliverables to key stakeholders.

• Global Team Leadership: Lead multicultural, cross-regional teams to drive consistent quality in execution.

• Industry Awareness: Stay current on CCaaS industry trends and innovations to bring best practices into programs.

• Travel Requirement: Up to 10% domestic or international travel.

Required Experience and Skills

• Experience: 8 to 10 years in CCaaS delivery, telephony, or related industries.

• Technology Knowledge: Expertise in CCaaS, CPaaS, CRM, CDP, IVR, AI bots, omnichannel, inbound or outbound, workforce management, APIs, and automation.

• Platforms: Knowledge of Mitel, Avaya, Cisco, Amazon Connect, Genesys, Ameyo, or Talkdesk.

• Program Management: Proven success in leading large-scale multi-geo implementations with strong understanding of SDLC.

• Certifications: PMP and Scrum certifications are highly preferred.

Preferred Background

• Hands-on operational experience in contact center environments.

• Technical configuration skills for CCaaS or SaaS platforms.

• Knowledge of ACD/IVR networks, dialers, telecom, or workforce tools.

• Experience in outbound sales environments is a plus.

Soft Skills

• Strong verbal and written communication.

• Ability to lead without direct supervision.

• Excellent stakeholder management and issue resolution.

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Why Join as a Principal Program Manager – CCaaS?

This is an opportunity to work on global, enterprise-scale initiatives that shape the future of customer engagement. You will collaborate with leading technology platforms, senior stakeholders, and global teams, positioning yourself as a leader in the fast-evolving CCaaS industry.

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Ready to Apply?

If you are excited about this opportunity, apply today to take the next step in your career.

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3. FAQs Section (15 Total)

1. What does a Principal Program Manager – CCaaS do?
They lead large-scale CCaaS implementations, manage stakeholders, and ensure alignment between technology and business goals.

2. Which CCaaS platforms are preferred for this role?
Experience with Genesys, Twilio, Amazon Connect, Avaya, Cisco, or Talkdesk is highly valued.

3. Is this role onsite, hybrid, or remote?
The role is onsite in San Jose, CA or Dallas, TX.

4. How much travel is required?
Up to 10% travel may be required for client or team engagements.

5. What industries is this role best suited for?
Candidates with experience in contact centers, telecommunications, or SaaS platforms will be a strong fit.

6. What certifications are preferred?
PMP and Scrum certifications are strongly preferred.

7. How many years of experience are required?
Candidates should have 8 to 10 years of relevant CCaaS or telephony experience.

8. What kind of stakeholders will I work with?
You will engage with executive-level stakeholders, enablement teams, and global cross-functional teams.

9. Will I need technical expertise or just program management skills?
Both are important. You must understand CCaaS platforms and also excel in program management.

10. What tools and technologies are expected?
Knowledge of IVR, CRM, APIs, CDP, AI bots, and omnichannel solutions is expected.

11. What kind of leadership is required?
You should be able to lead multicultural, cross-regional teams without direct supervision.

12. Does this role involve customer engagement?
Yes, you will serve as a trusted advisor to enterprise clients.

13. What is the career growth path for this role?
This position opens pathways toward program director or senior leadership positions in technology consulting and program management.

14. Is technical configuration experience required?
While not mandatory, technical configuration experience with CCaaS or SaaS platforms is highly preferred.

15. How can I apply for this role?
Interested candidates should apply through the provided link or explore other positions