Required Experience & Must‐Have Skills Education Bachelor's degree in Business Administration, Information Technology, Project Management, or a related field. Master's degree preferred. Experience 8+ years of experience managing technology projects and operational programs within customer service or contact center environments. Demonstrated experience managing large‐scale technology transformations, ideally with system implementations or customer service technology. Background working with or coordinating third‐party system integrators strongly preferred. Salesforce CRM experience Exposure to AI/automation implementations Knowledge of Genesys or telephony systems Core Skills Strong understanding of customer service processes and the operational impacts of system changes. Exceptional communication, documentation, and executive‐level presentation abilities. Proven ability to lead cross‐functional teams through complex, multi‐stakeholder programs. High persistence and resilience — able to thrive in a fast‐paced, urgent, and demanding environment.