Agile Program Manager, Software Delivery

at  Genesys

locations
Toronto (Flexible)
time type
Full time
posted on
Posted 9 Days Ago
job requisition id
JR106649
Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
Agile Program Manager - Workforce Engagement Management (WEM)
Are you ready to take on the challenge of managing complex, high-impact projects in a fast-growing business? Do you thrive in transforming ambiguity into clarity and chaos into order? If you’re a problem solver with a passion for driving results in an agile environment, this role might be for you.
What This Role Is:
As an Agile Program Manager in the Workforce Engagement Management (WEM) team, you’ll lead the most complex and high-visibility projects within the organization. You will bring structure, alignment, and accountability to dynamic, cross-functional efforts. WEM focuses on cutting-edge solutions in scheduling, forecasting, agent coaching, gamification, speech analytics, recording, and data science—all built on Genesys Cloud, leveraging Amazon Web Services.
This role offers the opportunity to lead strategic programs while fostering innovation in an environment of continuous growth.
What This Role Isn’t:
This is not a Scrum Master or administrative role. You won’t be bogged down with repetitive tasks like note-taking or status reporting unless they serve a strategic purpose. Instead, you’ll act as a change agent, influencing outcomes and driving key initiatives.

What You’ll Do:

• Lead Major WEM Initiatives: Act as the primary project manager for the most complex and strategic WEM projects or programs.
• Collaborate Across Teams: Partner with product owners, technical leads, and stakeholders to plan and execute initiatives with clear milestones and measurable outcomes.
• Ensure Accountability: Maintain alignment, visibility, and progress across teams, serving as a single source of truth for leadership.
• Proactively Manage Risks: Identify and escalate risks, impediments, and dependencies beyond the team’s control.
• Drive Best Practices: Define and implement project management tools and methodologies, mentoring others on their use.
• Leverage Tools: Use Atlassian Jira for project tracking and Confluence for documentation and knowledge sharing.

What You’ll Bring:
To succeed in this role, you’ll need a mix of technical knowledge, project management expertise, and strong interpersonal skills:

Required Qualifications:

• A bachelor’s degree in a STEM-related field (computer science, software engineering, or data science preferred) or equivalent professional experience.
• Proven experience successfully managing large-scale, complex software projects, with examples of past achievements.
• Strong knowledge of the software development lifecycle (SDLC) and experience with commercial SDLC tools.
• Expertise in agile delivery at scale, with advanced credentials such as SAFe, PMI-ACP, or LeSS preferred.
• Demonstrated familiarity with advanced topics like Theory of Constraints, Lean Startup, or Principles of Product Development Flow.
• Exceptional critical thinking and communication skills, including experience working with cross-functional teams and senior leadership.

Preferred Skills:

• Proficiency in scripting or automation (not required but a plus).
• Experience with advanced collaboration techniques, such as emotional intelligence, Situational Leadership, or Crucial Conversations.

If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit
www.genesys.com
.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.
This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.
Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase

• Lead Major WEM Initiatives: Act as the primary project manager for the most complex and strategic WEM projects or programs.
• Collaborate Across Teams: Partner with product owners, technical leads, and stakeholders to plan and execute initiatives with clear milestones and measurable outcomes.
• Ensure Accountability: Maintain alignment, visibility, and progress across teams, serving as a single source of truth for leadership.
• Proactively Manage Risks: Identify and escalate risks, impediments, and dependencies beyond the team’s control.
• Drive Best Practices: Define and implement project management tools and methodologies, mentoring others on their use.
• Leverage Tools: Use Atlassian Jira for project tracking and Confluence for documentation and knowledge sharing