Program Manager

Virtusa View all jobs

  • Dubai
  • Permanent
  • Full-time
  • 9 days ago
Key Responsibilities
● Own and govern the Genesys Cloud transformation program across the bank, covering IVR, voice, digital, and omni-channel platforms
● Define program vision, roadmap, funding model, milestones, and success metrics aligned to business strategy
● Lead and coordinate multiple workstreams including technology, operations, risk, compliance, security, and vendors
● Drive migration from Genesys on‑premise platforms to Genesys Cloud ensuring minimal customer and business disruption
● Ensure adherence to banking regulatory, audit, data privacy, and information security requirements
● Manage senior stakeholders across Retail Banking, Operations, IT, Risk, Compliance, and Executive Management
● Oversee vendor, system integrator, and Genesys partner performance including commercial governance
● Govern testing, cutover, disaster recovery, operational readiness, and post‑go‑live stabilization● Provide executive‑level reporting, steering committee updates, and regulator‑ready documentation
● Ensure long‑term scalability, resilience, and continuous optimization of the contact center platformRequired Skills & Experience
● Bachelor’s degree in Engineering, Information Technology, Computer Science, or related discipline
● 10+ years of experience delivering large‑scale technology programs, preferably within banking or financial services
● Proven leadership of IVR, Chat and contact center transformation programs
● Strong experience with Genesys platforms such as Genesys Engage or Genesys Cloud CX
● Deep understanding of contact center technologies, IVR, call routing and cloud architectures
● Strong expertise in program governance, financial management, risk management, and executive communication
Preferred Qualifications
● PMP, PRINCE2, SAFe, or Agile certification
● Experience delivering cloud migration programs in regulated industries
● Strong understanding of BCP, DR, and operational resilience frameworks in banking
Key Competencies
● Strategic leadership and enterprise‑level decision making
● Risk‑aware and compliance‑focused mindset
● Strong communication skills with C‑suite, regulators, and senior stakeholders
● Ability to manage complexity across large, multi‑vendor transformation programs

Virtusa