Our financial services client is seeking a Program Manager to lead Contact Centre Transformation and Cloud Migration initiatives across Digital Banking and Customer Operations.

Join a large-scale transformation program focused on modernizing contact centre capabilities, customer service operations, and digital engagement platforms within a regulated financial services environment.

This role will lead complex cross-functional programs spanning Technology, Operations, Customer Experience, Infrastructure, Architecture, Risk, and Vendor teams while supporting the migration and modernization of contact centre platforms.

The position offers enterprise-wide visibility and ownership of strategic initiatives aimed at improving customer experience, operational efficiency, and service delivery.

Must Haves 10+ years of experience in Program Management, Technical Program Management, Project Management, or Transformation Delivery Proven experience leading Contact Centre transformation or Contact Centre migration programs Experience delivering cloud-based transformation initiatives , including migration to contemporary cloud platforms Hands-on experience with Five9 , Genesys, NICE CXone, Amazon Connect, Cisco Contact Center, or similar Contact Centre technologies Experience managing complex programs across business and technology teams with multiple workstreams and dependencies Strong stakeholder management experience, including executive communications, governance, risk management, and dependency tracking Experience within banking, fintech, telecommunications, insurance, retail, or other high-volume customer service environments Strong understanding of Agile, Waterfall,



and hybrid delivery methodologies Nice to Have Contact Centre modernization within a digital banking or financial services environment Experience implementing omnichannel customer service platforms (voice, chat, email, SMS, chatbot) Customer Experience (CX) transformation initiatives Workforce Management (WFM), Quality Management, or Contact Centre Analytics experience IVR modernization, call routing, self-service, or conversational AI initiatives PMP, Agile, Scrum, SAFe, or related certifications Salesforce and Dynamic Responsibilities Lead end-to-end delivery of Contact Centre transformation and migration initiatives, including cloud-based platform implementations and upgrades Develop and maintain integrated program plans, milestones, risks, dependencies, budgets, and executive updates Coordinate activities across Customer Operations, Technology, Infrastructure, Architecture, Security, Risk, Compliance, and Vendor teams Lead migration initiatives involving Five9, Genesys, NICE CXone, Amazon Connect, or similar Contact Centre platforms Partner with business stakeholders to improve customer experience, agent experience, operational efficiency, and service delivery models Facilitate governance forums, steering committees, working sessions, and executive stakeholder reviews Identify and manage program risks, issues, assumptions, and dependencies across multiple workstreams Support cloud transformation activities, including implementation planning, business readiness, testing, cutover, and post-production stabilization Ensure successful delivery of contact centre capabilities across voice, chat, digital, and self-service channels Drive adoption and organizational readiness activities to support new processes, technologies, and customer service models

📌 Program Manager to lead Contact Centre Transformation and Cloud Migration initiatives across Digital Banking and Customer Operations. (Toronto)
🏢 S.i. Systems
📍 Toronto