Call Center Optimization portfolio (Genesys Cloud CX) Initiative Lead

Role Name:  Call Center Optimization portfolio (Genesys Cloud CX) Initiative Lead
Work site: Miami FL (Hybrid)
Duration: 6+ Months

Job Description:

Lead the Call Center Optimization portfolio, driving end-to-end strategy and execution across Genesys Cloud CX transformation, AI-enabled Agent Assist (including Cresta capabilities), and broader contact center modernization initiatives. Own portfolio governance, vendor management, financial planning, and budget/spend oversight, ensuring alignment to business objectives and measurable outcomes. Establish and manage a forward-looking roadmap, balancing innovation with operational stability, while proactively identifying and mitigating risks. Partner with business and technical leaders to define success metrics, track value realization, and ensure delivery of expected ROI. Provide leadership and oversight to both Project Managers, fostering accountability, collaboration, and high-quality execution. Serve as the primary escalation point for delivery issues, championing continuous improvement and operational excellence across all workstreams and vendors.