Senior Program Manager, CX

• Oversee the development, testing, and implementation of different projects in IT Infrastructure and Software Applications

• Work with the multiple Stakeholders - Senior Management, Development Teams, and Business Units - to define and document the project scope, roadmaps, requirements, and project plan

• Develop, define, and implement processes based on previous and present Infrastructure and Software Applications to maximize efficiency and effectiveness of delivering the Company's products

• Manages and supports operational maintenance tasks (i.e., patching, upgrades, compliance, etc.) on existing Infrastructure systems

• Work with the Functional Resource Managers in managing projects resources to make sure that projects are completed within the defined scope and timelines

• Collaborate and work cross-functionally with large groups situated globally and ensure that project objectives are aligned

• Conduct lessons learned or retrospectives within the different IT Operations teams to collect and analyze areas for improvement, and implement changes as needed

• The Program Manager collaborates with Product Management to disseminate market requirements and concepts into actionable work items for Architects, Software Engineers, and Quality Assurance Engineers.

• Execute the product vision through the engineering lifecycles to ensure program goals are met.

• Identify resource conflicts, influence and facilitate course corrections to fulfill key project milestones.

• Provide timely project status updates, risks and issues to all stakeholders.

• Coordinate Release Management to schedule, communicate and drive releases onto each environment.

• Give clear and timely direction for product and project questions.

• Participate in continuous process and program improvement that lead to reduced costs, time-to-market and increased predictability.

• Possible travel for client-site visits or industry tradeshows.

• Share job knowledge, skills and ideas with other employees.

• Follow the company Code of Ethics and inContact policies and procedures at all times.

• Communicate in an effective and professional way with customers in and outside of inContact.

• Conduct gap analysis with the Team on cost, security risks of Systems, Network, Data, and Applications to identify requirements in order to address regulatory compliance.

• Work with the Cross CXOne Teams in applying FIPs encryption for data in transit and for data at rest.

• To make sure identity management (MFA, SSO, etc) is enforced throughout all platforms and/or products

• Drive projects related to deployment, configuration and installation of FedRAMP (Federal Risk and Authorization Management Program) Compliant Security Software and Tools

• Monitor that vulnerability scans are conducted and make sure that remediation activities are done according to the standard service level agreement (SLA)

• Help create standard process documents and guidelines related to deployments of software security tools and other security controls implementation.

• Bachelors or Masters Degree in Computer Science, Engineering, IT or related field or equivalent work experience required. Technical or industry certifications are preferred in addition to the required education/experience.

• 4+ years of project leadership in a cross-functional environment

• 4+ years hands-on experience working in a key engineering lifecycle role

• 3+ year of demonstrated success defining and launching products

• 3+ years of demonstrated experience writing software specifications

• Experience with Agile/Scrum, Kanban, and other modern development methodologies - preferably serving as a Scrum Master

• Proactive, self-starter that is responsive and committed to removing roadblocks to fulfill timelines

• Strategic thinker, consensus builder, with ability to influence cross-functional teams without formal authority

• Ability to interact well with technical and non-technical people and serve as a bridge to translate complex requirements and concepts

• Strong technical background with experience in systems and/or network engineering, communications, telephony, hosted-solutions, or contact center related fields

• Strong organizational skills and ability to manage multiple simultaneous projects in a changing and fast paced environment

• Excellent communication, facilitation, and presentation skills, preferably to executive management

• Product Management experience using formal techniques and principles

• Experience with user acceptance testing, regression testing, integration testing.

• PMI, PMP, Certified Scrum Practioner, Certified Scrum Master certifications

NICE Systems