• Lead governance and lifecycle management for our CCaaS platform, ensuring clear standards for onboarding, integrations, support, and change management • Partner cross-functionally across OMX, Engineering, Product, Trust & Safety, and vendors to deliver routing, telephony, and omnichannel initiatives in alignment with project milestones • Translate business and operational needs into scalable program plans - balancing reliability today with extensibility for future automation and AI • Establish and maintain program-level controls: timelines, risk management, dependency mapping, executive reporting, and compliance alignment • Drive responsible onboarding of new tools and integrations into the contact center ecosystem, defining what “good” looks like from intake through sustainment • Build and document governance guardrails that reduce single-threaded ownership and enable shared support models across Systems Enablement • Champion operational readiness for us to sustain and scale by ensuring monitoring, documentation, knowledge transfer, and post-launch support models are in place before implementation milestones