ZCX Program Manager in Myrtle Point

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Job DescriptionJob Description

ZCX Program Manager (Contract-to-Hire)

About the Role

Technical Source is seeking a ZCX-focused Program Manager for their client to lead complex, multi-customer contact center programs and projects within its Professional Services Organization. This role is built around several core priorities:

1. Senior Program Management capability with PMP-based discipline
2. Experience with end to end customer implementation projects of a major contact center platform. Experience with other contact center products is required (Genesys, NICE, Talkdesk, Zendesk, Dialpad, 8x8, etc.)
3. Hands-on leadership of AI BOT / ChatBOT / AI Agent implementation projects
4. High capacity to serve customers and solve problems through cross-functional collaboration
5. Desire for long-term employment and growth with the Client
6. Experience with Salesforce and strong aptitude to learn the Client's proprietary workspace tools (which rival Microsoft and Google apps)

The Client is transitioning to a centralized PMO with limited formal process documentation today, and has budgeted projects to close that gap by 2026. This role requires someone who can thrive in that environment, help shape better processes, and leverage both standard tools (e.g., Salesforce) and the Client's own advanced productivity suite.

This position will start as a contract role, with a preference for candidates who want to build a long-term career with the Client and are open to conversion to full-time based on business need and performance.

Key Responsibilities

1. Program Management (PMP-Based, Senior Level)

• Lead complex, multi-customer ZCX program rollouts, managing several concurrent projects and workstreams across discovery, design, deployment, go-live, and stabilization.
• Operate at a true Program Manager level, applying PMP-based practices to manage scope, schedule, risks, dependencies, and communication across distributed teams.
• Directly manage resource teams, including one or more project managers, and serve as senior delivery lead on high-complexity customer projects.
• Maintain integrated program plans, milestones, and dependency tracking across ZCX and related CX capabilities.

2. Customer Service, Problem-Solving & Cross-Functional Collaboration

• Demonstrate a high capacity to service the customer, acting as a trusted point of contact and advocate throughout the program lifecycle.
• Proactively identify issues impacting customer outcomes and solve problems by collaborating with other departments (Professional Services, Sales, Product, Customer Success, Support, Operations, etc.).
• Operate effectively in a developing PMO environment where formal process documentation may be limited or evolving.
• Work with existing tools and practices while helping to identify gaps in processes, documentation, and governance.
• Contribute input and feedback into Client-led projects that are budgeted to close process and documentation gaps by 2026, helping shape scalable, repeatable PMO standards.
• Understanding of Contact Center Architecture.

3. Contact Center Platform Delivery experience such as (Genesys, NICE, Talkdesk, Zendesk, Dialpad, 8x8, etc.)

• Oversee and govern the rollout of their cloud-based contact center platform across multiple enterprise and strategic customers.
• Ensure consistent implementation practices, configuration approaches, and governance of platforms such as (Genesys, NICE, Talkdesk, Zendesk, Dialpad, 8x8, or similar).
• Manage platform-related scope, change control, and integration activities in coordination with technical and business stakeholders.

4. AI BOT / ChatBOT / AI Agent Implementations

• Lead projects that implement AI-driven CX capabilities, including AI BOTs, ChatBOTs, and AI virtual agents within the broader contact center ecosystem.
• Integrate AI solutions with existing contact center platforms and workflows, ensuring they support customer experience goals and operational requirements.
• Coordinate testing, user acceptance, and rollout of AI-based features, managing risks and expectations with customers and internal teams.
• Track and report on the impact of AI-driven improvements as part of overall program outcomes.

5. Tools: Salesforce & Client Proprietary Workspace

• Use Salesforce (and similar professional services/CRM tools) for project tracking, forecasting, reporting, and governance.
• Demonstrate a strong aptitude to learn the Client's proprietary workspace tools, which rival Microsoft and Google productivity suites (e.g., for collaboration, documentation, communication, and planning).
• Quickly become proficient in these proprietary tools to manage program information, collaborate with stakeholders, and support standardized PMO practices.

6. Customer & Stakeholder Engagement with a Long-Term Mindset

• Serve as the primary orchestration point across Professional Services, Sales, Product, Customer Success, Support, and delivery partners for the Client.
• Lead executive-level customer status reviews and steering committees with clear, concise, and data-driven updates.
• Build and maintain strong, long-term relationships with strategic customers, emphasizing sustainable success and continuous improvement.
• Demonstrate a clear desire for long-term employment and growth with the Client, contributing to the maturation of processes, tools, and the overall effectiveness of the PMO over time.

Required Qualifications

Program Management & PMP

• PMP certification (active or previously held) or equivalent formal program management training.
• 7+ years managing complex, multi-project technology programs in SaaS or cloud-based environments.
• Minimum of 3 years in a Professional Services organization delivering customer-facing implementations.

Contact Center Platform Experience

• Practical experience implementing and managing contact center platform rollouts across multiple customers.
• Managing contact center projects and experience with at least one major contact center platform such as Genesys, NICE, Talkdesk, Zendesk, Dialpad, or 8x8.

AI BOT / ChatBOT / AI Agent Projects

• Direct experience managing projects that deploy AI-driven CX solutions, including BOTs, ChatBOTs, or AI virtual agents.
• Exposure to conversational AI, automation platforms, or similar technologies in a contact center context.

Customer Service & PMO Adaptability

• Demonstrated high capacity to service customers, including managing expectations, addressing concerns, and driving towards positive outcomes.
• Proven ability to solve problems by collaborating across departments, especially where roles, responsibilities, and processes are still maturing.
• Comfort and effectiveness working in a developing PMO with limited or evolving process documentation, contributing to improvement efforts.

Tools: Salesforce & Client Workspace

• Experience using Salesforce for project, account, or opportunity management, reporting, or forecasting.
• Strong aptitude and willingness to learn and adopt the Client's proprietary workspace tools that rival Microsoft and Google apps, and to use them as primary tools for collaboration and program management.

Long-Term Employment

• Clear interest in establishing a long-term career with the Client.
• Openness to converting from contract to full-time based on business needs and performance.

Additional Skills & Experience

• Strong experience with risk and issue management, including proactive identification, escalation, and mitigation across program workstreams.
• Experience with milestone-based delivery and forecasting, including tracking progress against contractual milestones.
• Strong track record working with cross-functional teams and external partners in a delivery-oriented environment.
• Proven ability to communicate clearly with both technical teams and executive customer stakeholders.
• Familiarity with Agile or hybrid Agile/Waterfall delivery models.
• Experience working with globally distributed and offshore delivery teams.

Why This Role Matters

This ZCX Program Manager role is central to how the Client delivers complex, next- contact center and AI-driven CX programs at scale. The successful candidate will bring:

• Senior-level program management excellence (anchored in PMP discipline)
• Deep, practical contact center platform experience
• Hands-on leadership of AI BOT / ChatBOT / AI Agent implementations
• A customer-first mindset with strong problem-solving and cross-functional collaboration skills, especially in a developing PMO
• Practical experience with Salesforce and the ability to quickly master the Client's proprietary workspace tools
• A genuine desire to grow with the Client over the long term

Together, these capabilities will help ensure that customers realize lasting value from their CX investments, while the Client builds a mature, scalable, and high-quality delivery and PMO framework, with key process gaps targeted to close by 2026.

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