Program Manager

Program Manager – Amazon Connect / Salesforce Service Cloud Voice Location: Glasgow (Hybrid) Contract: 6–12 Months We are seeking an experienced Program Manager to lead a complex contact centre transformation programme within a regulated enterprise environment. This role will oversee the end-to-end delivery of Amazon Connect and Salesforce Service Cloud Voice integration, managing multiple workstreams, third-party vendors, governance, testing, cutover, and operational readiness activities. Key Responsibilities: • Own and manage the integrated programme delivery plan, including milestones, dependencies, RAID management, governance, and executive reporting. • Lead cross-functional delivery teams across telephony, CRM, workforce management, quality management, security, and data/MI functions. • Oversee Amazon Connect delivery including queues, routing profiles, security profiles, contact flows, IVR design, and operational configuration. • Manage integration delivery between Amazon Connect, Salesforce Service Cloud Voice, and upstream/downstream enterprise systems. • Coordinate environment strategy and deployments across Dev, Test, UAT, and Production. • Drive end-to-end testing governance including integration testing, UAT readiness, defect management, and entry/exit criteria. • Lead cutover planning, Hypercare, transition into BAU, and operational acceptance activities. • Ensure delivery aligns with security, compliance, and data protection governance requirements. • Collaborate closely with business stakeholders, contact centre operations, architects, DevOps, QA, and third-party vendors.

Required Experience: • Strong programme management experience delivering complex enterprise technology programmes. • Experience delivering Amazon Connect implementations and contact centre transformation programmes. • Strong understanding of Amazon Connect components including contact flows, IVR, queues, routing, security, and integrations. • Experience with Salesforce Service Cloud Voice and unified agent desktop environments. • Strong governance experience including RAID management, milestone tracking, dependency management, and executive reporting. • Experience managing API/service integrations and multi-environment deployments. • Experience working within regulated enterprise or public sector environments. • Strong stakeholder management and vendor coordination skills. • Experience managing Hypercare, transition, and operational readiness activities. Desirable: • Experience with WFM/QM tooling integrations. • Experience with contact centre operational KPIs and QA frameworks. • Exposure to DevOps/release management practices. • Agile, PRINCE2, PMP, or equivalent certifications.