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.