About the Role

We are seeking an experienced Technical Program Manager (TPM) with strong expertise in the Voice and Contact Center domain to lead and deliver strategic programs from offshore. This role requires managing complex initiatives across global teams, ensuring alignment with business goals, and enabling seamless delivery of next-generation voice and contact center solutions.

Job Timing- 6.00PM to 3.30 AM IST

Key Responsibilities

· Drive end-to-end program management of voice/contact center initiatives, covering areas such as IVR, SIP, VoIP, PBX, SBCs, CTI, and cloud-based telephony.

· Act as the primary offshore lead, coordinating execution across distributed teams and ensuring adherence to scope, quality, timelines, and budget.

· Define and manage program roadmaps, dependencies, risks, and KPIs, ensuring successful outcomes.

· Collaborate with engineering, product, QA, and operations teams for smooth solution integration and deployment.

· Manage engagement with technology partners and vendors supporting voice and contact center platforms.

· Facilitate change management, cutover planning, and governance processes for production releases.

· Lead Agile/Scaled Agile ceremonies, enabling effective collaboration between offshore and onshore teams.

· Provide clear program reporting and executive-level updates, highlighting progress, risks, and mitigation strategies.

Required Qualifications

A bachelor’s degree in computer science, Engineering, or a closely related field is required.

· 8+ years of program/project management experience, including 3+ years in Voice/Contact Center technologies.

· Strong understanding of VoIP, SIP, IVR, PBX, CTI, SBCs, and cloud telephony solutions.

· Proven track record in offshore delivery management, working with globally distributed teams.

· Hands-on experience with Agile/Scaled Agile (SAFe), Scrum, or Kanban methodologies.

· Excellent stakeholder management, communication, and executive reporting skills.

· Proficiency with program management tools (e.g., Jira, Confluence, MS Project, Smartsheet, Rally).

Preferred Skills

· Exposure to conversational AI, voice assistants, and automation in contact centers.

· Familiarity with cloud environments (AWS, Azure, GCP) supporting voice solutions.

· Professional certifications such as PMP, PgMP, CSM, or SAFe.

Why Join Us?

· Opportunity to lead global voice and contact center transformation programs from offshore.

· Work on emerging technologies in voice and digital engagement.

· Collaborative and dynamic environment with exposure to global stakeholders.