The Program Manager will assist in the coordination, implementation, and monitoring of various customer care technology initiatives, including CTI, CRM, KMS, Chatbot, Livechat, and AI-driven solutions. Working closely with the Senior Programme Manager and cross-functional teams, this role will involve coordinating project timelines, drafting detailed requirements, writing user stories, and ensuring seamless execution of technology solutions aimed at improving customer care operations.Requirements:Bachelor s degree in Information Technology, Business, or a related field5 years of experience in project management, technology coordination, or related fields within customer care technology environmentsAt least 2 years' experience in GenesysDeep knowledge of customer care technologies (CTI, CRM, KMS, Chatbots, Livechat, and AI) and how they integrate into contact center operationsSkilled in managing project timelines, deliverables, and task assignments using project management tools such as JIRA, Monday.com, or equivalentAbility to track key performance metrics, analyze data, and generate insights to measure project success and identify improvement area ROLE PROFILEDemonstrate working knowledge of customer care platforms including CTI (specifically Genesys), CRM, KMS, Livechat, chatbots. Demonstrating experience in introducing AI Efficiencies will be a plusAssist the Senior Program Manager in planning, executing, and monitoring customer care technology programs.Write detailed user stories for customer care technologies (CTI, CRM, KMS, chatbots, Livechat, AI) to ensure development teams have a clear understanding of what needs to be builtAssist in the implementation and integration of customer care technologies across multiple platforms through partnersCollaborate with internal stakeholders, including customer care agents, business units, IT, and partners, to ensure alignment and clarity on project objectives and requirementsMaintain accurate and up-to-date project documentation, including requirement documents, user stories, meeting minutes, and technical notesTrack project performance, ensuring that all tasks and milestones are completed on time and within scope
