Program Manager

Location: Remote

Program Manager

Systems Integration, Inc. (SII) is seeking a Program Manager to serve as the contractor's senior operational lead for a federal CCaaS implementation program. This position is accountable for all project operations, strategic planning, staffing, performance , risk management and delivery across full program lifecycle . The Program Manager will work cooperatively with the f ederal Contact Center Program Management Office and serve as the primary liaison to the Contracting Officer's Representative (COR).

Key Responsibilities:

• Develop and manage a FedRAMP authorized CCaaS implementation project, migration, systems integration, transition, and organizational change activities to support timely cutover and seamless integration with Oracle Cloud Customer Relationship Management (CRM) and other systems.

• Oversee technical support, solution implementation, and ongoing service delivery.

• Support business case development and communicate clearly and effectively with executive stakeholders, government representatives, program personnel, and technical teams.

• Serve as the primary contractor liaison to the federal COR, coordinating priorities, status, risks, and issue resolution with the federal Contact Center Program Management Office.

• Coordinate workflow, communications, dependencies, and issue resolution across contractor personnel, federal stakeholders, technical teams, subcontractors, vendors, and other program participants.

• Develop, manage, control deliverables related to FedRAMP-authorization compliance, government security compliance, program governance, technical implementation, operational readiness, and cost control.

Qualifications:

• Graduate degree in a science, technology, engineering, or mathematics (STEM) field, or an equivalent combination of education and experience.

• Experience implementing FedRAMP - authorized CCaaS platforms such as Genesys Cloud CX , NiCE CXone , Talkdesk, TMetrics , Amazon Connect, or similar solutions , etc.

• At least five years of experience managing federal government contracts , including deliverables, performance expectations, stakeholder communication, and contract compliance .

• Experience designing, developing, implementing, or modernizing public-use contact centers, including AI, operational processes, technology integration, and service delivery.

• In-depth knowledge of contact center operations and information technology services.

• Experience supporting complex, decentralized customer contact center functions.

• Knowledge of business case development and organizational change management principles.

• Experience managing technical support, solution implementation, integration, transition, and service delivery activities .

• Demonstrated ability to manage technical personnel, subcontractors, vendors, and government stakeholders in a complex implementation environment .