Note: The job is a remote job and is open to candidates in USA. Brillio is one of the fastest growing digital technology service providers, seeking to turn disruption into a competitive advantage through innovative digital adoption. The role involves leading strategic contact center transformation initiatives, managing large-scale programs, and ensuring successful delivery of business outcomes.

Responsibilities

• Lead end-to-end delivery of complex contact center transformation programs and strategic initiatives
• Manage multiple concurrent projects, ensuring delivery on scope, schedule, budget, and quality
• Collaborate with business leaders, technology teams, operations, and external partners to define project objectives and execution plans
• Drive program governance, including status reporting, risk management, issue resolution, and executive communications
• Lead cross-functional and geographically distributed teams to achieve project milestones
• Partner with contact center operations to improve customer experience, operational efficiency, and workforce performance
• Manage project budgets, resource planning, and vendor relationships
• Establish and maintain project management best practices, methodologies, and documentation
• Identify dependencies, proactively manage risks, and ensure timely escalation of critical issues
• Foster collaboration, accountability, and continuous improvement across project teams

Skills

• Bachelor's degree in Business, Information Technology, Engineering, or a related field
• 8+ years of project or program management experience delivering large-scale business or technology initiatives
• Significant experience in contact center operations and transformation programs
• Proven people management experience, including leading cross-functional and matrixed teams
• Strong stakeholder management and executive communication skills
• Experience managing Agile, Waterfall, or hybrid project delivery methodologies
• Demonstrated ability to manage multiple priorities in a fast-paced environment
• Strong analytical, organizational, and problem-solving skills
• Hands-on experience delivering Amazon Connect (AWS Connect) implementations or migration programs
• Experience with AWS cloud technologies and contact center ecosystems
• Knowledge of CRM platforms such as Salesforce, ServiceNow, or Microsoft Dynamics
• Experience working with system integrators or consulting organizations
• PMP, PgMP, PMI-ACP, Scrum Master, or similar project management certification

Company Overview

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