What are the responsibilities and job description for the Technical Program Manager position at RedStream Technology?
Technical Program Manager
Contract Role
Hybrid – Summit, NJ
RedStream Technology is recruiting for a Program Manager to lead the migration of our client’s contact center infrastructure from Genesys to Amazon Connect, ensuring alignment with business goals, timelines, and budgets.
Key Responsibilities:
Project Planning and Execution:
- Define the scope, goals, and deliverables of the migration project. Create detailed project plans, schedules, and milestones. Ensure all tasks are completed on time, within scope, and on budget.
- Stakeholder Management:
- Serve as the primary point of contact for internal stakeholders (business leaders, IT teams, customer service teams) and external vendors. Provide regular updates on project progress, risks, and milestones.
Risk Management:
- Proactively identify risks and issues related to the migration, developing mitigation strategies and contingency plans. Address any potential roadblocks or challenges that may arise during the migration process.
Resource Allocation:
- Work with cross-functional teams (engineering, product, operations, etc.) to allocate resources effectively and ensure successful execution. Ensure the right technical and business resources are involved in the migration at the appropriate stages.
Quality Assurance & Testing:
- Develop and execute testing plans to ensure the new Amazon Connect system meets business requirements. Coordinate user acceptance testing (UAT), performance testing, and post-migration support to verify that the migration was successful, and the system is performing as expected.
Change Management:
- Lead change management efforts, including communication, training, and documentation for teams impacted by the migration. Ensure that customer service agents and administrators are equipped to manage the new system effectively.
Continuous Improvement:
- Monitor the performance of Amazon Connect post-migration and identify areas for optimization. Collaborate with business and technical teams to implement continuous improvements in the contact center’s operational efficiency.
Experience:
- 7 years of experience in program management, preferably in IT, cloud infrastructure, or contact center technologies.
- Proven track record of leading large-scale migrations, especially from Genesys or other contact center platforms to Amazon Connect.
- Deep understanding of contact center technologies, cloud solutions, and systems integration.
Technical Expertise:
- Strong knowledge of Amazon Connect, AWS infrastructure, Genesys Cloud, and other related cloud-based contact center solutions.
- Familiarity with related tools, such as AWS Lambda, Amazon Lex, Amazon Polly, and AWS Connect Streams, is a plus.
- Solid understanding of cloud-based architecture, data flow, APIs, and integration patterns.
- Experience with integration of Amazon Connect with CRM systems, IVR solutions, ACD, and workforce management tools.
Leadership & Communication:
- Excellent communication and interpersonal skills with the ability to work effectively with technical teams, business stakeholders, and external vendors.
- Experience working with senior leaders to define and communicate project objectives, timelines, and outcomes.
- Proven ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.
Project Management Skills:
- Strong proficiency in Agile or Scrum methodologies, project management tools (e.g., Jira, Asana, Trello), and documentation tools (e.g., Confluence, MS Project).
- Ability to define project scope, create detailed timelines, track progress, and deliver results.
- Problem-Solving & Analytical Skills:
- Ability to identify and analyze project risks and issues, developing and implementing effective mitigation strategies.
- Strong critical thinking and problem-solving abilities to resolve technical challenges during the migration process.
Preferred Qualifications:
- PMP, AWS Certified Solutions Architect, or other relevant certifications are a plus.
- Experience with Genesys Cloud or AWS Certified Contact Center – Connect is an added advantage.
- Experience in Change Management:
- Familiarity with managing organizational change, especially in contact center operations and systems adoption.
