Initiative Lead

Location: Miami, FL (Hybrid)

Job Summary

We are seeking an experienced Initiative Lead to drive the strategy, governance, and execution of large-scale Contact Center Optimization initiatives. The ideal candidate will lead transformation programs, oversee portfolio delivery, manage budgets and vendors, and collaborate with business and technical stakeholders to deliver measurable business value.

Key Responsibilities

• Lead the end-to-end strategy and execution of contact center transformation initiatives.
• Drive modernization efforts involving Genesys Cloud CX, AI-enabled Agent Assist, and related technologies.
• Establish portfolio governance, roadmap planning, and execution strategies.
• Manage budgets, financial planning, and vendor performance.
• Identify, assess, and mitigate project and portfolio risks.
• Partner with business and technology leaders to define success metrics and measure ROI.
• Provide leadership and oversight to Project Managers and cross-functional teams.
• Serve as the primary escalation point for delivery issues and ensure operational excellence.
• Promote continuous improvement and successful delivery across all workstreams.

Required Skills

• Strong experience leading enterprise transformation and modernization programs.
• Expertise in portfolio governance, program management, and strategic planning.
• Experience with Genesys Cloud CX or enterprise contact center platforms.
• Knowledge of AI-enabled contact center solutions and Agent Assist technologies.
• Strong financial management, budgeting, and vendor management experience.
• Excellent stakeholder management, leadership, and communication skills.

Preferred Skills

• Experience with contact center modernization initiatives.
• Knowledge of AI-driven customer experience platforms.
• PMP, PgMP, Agile, or equivalent project/program management certification.

Qualifications

• Bachelor''s or Master''s degree in Business, Information Technology, Engineering, or a related field.
• 10+ years of experience leading enterprise programs or transformation initiatives.
• Proven experience managing cross-functional teams, vendors, and strategic portfolios.
• Strong leadership, analytical, and decision-making skills.