Program Manager

About Persistent

We are an AI-led, platform-driven Digital Engineering and Enterprise Modernization partner, combining deep technical expertise and industry experience to help our clients anticipate what’s next. Our offerings and proven solutions create a unique competitive advantage for our clients by giving them the power to see beyond and rise above. We work with many industry-leading organizations across the world, including 20 Fortune 50 companies and 4 of the 5 top banks in both the US and India, and numerous innovators across the healthcare ecosystem.

Our disruptor’s mindset, commitment to client success, and agility to thrive in the dynamic environment have enabled us to sustain our growth momentum. Persistent has been recognized across top industry platforms for innovation, leadership, and inclusion. We reported $1,654.4M FY26 revenue with 17.4% Y-o-Y growth. We have delivered 24 sequential quarters of growth with $436.0M in Q4 FY26 revenue, up 3.2% Q-o-Q and 16.2% Y-o-Y growth. Our 27,500+ global team members, located in 18 countries, have been instrumental in helping the market leaders transform their industries. We have been recognized as the Fastest Growing IT Services Brand Globally in the 2026 Brand Finance IT Services 25 Report. We named a Leader in the Everest Group Private Equity (PE) Services PEAK Matrix Assessment 2026 and Software Product Engineering PEAK Matrix Assessment 2026.

About Position

• Role: Program Manager
• Location: Sydney, Australia
• Experience: 12 to 15 years
• Job Type: Full-Time Employment
• Mandatory Mention 3 skills: Amazon Connect, Stakeholder Management, Program Governance

Role Summary

We are looking for a senior, customer-facing Program Manager with 12–15 years of experience to lead an onsite Amazon Connect program for a banking customer. The role requires strong program governance, stakeholder management, delivery ownership, risk management, vendor coordination and hands-on experience managing cloud/contact center transformation programs.

The candidate will act as the primary onsite program interface between the customer, business stakeholders, technology teams, architects, security teams, operations teams and offshore delivery teams. The role is expected to drive structured execution, executive reporting, dependency closure, milestone tracking and successful delivery outcomes.

Key Responsibilities

• Own end-to-end program delivery governance for the Amazon Connect banking customer engagement.
• Drive program planning, milestone tracking, RAID management, financial tracking and weekly executive reporting.
• Coordinate with customer leadership, banking business teams, enterprise architects, security teams and operations stakeholders.
• Lead onsite customer workshops, discovery sessions, steering committee updates, governance meetings and delivery reviews.
• Manage cross-functional workstreams including Amazon Connect setup, IVR/contact flows, integrations, testing, release readiness, migration/cutover and hypercare.
• Ensure alignment between onsite customer expectations and offshore delivery execution.
• Track scope, assumptions, dependencies, change requests, risks and issue resolution throughout the program lifecycle.
• Review sprint progress, backlog health, resource utilization, delivery quality and release readiness.
• Facilitate decision-making across customer, technology, security, infrastructure and business stakeholders.
• Drive banking-grade compliance, change governance, release governance and operational readiness discipline.
• Support commercial and delivery governance, including effort tracking, forecast inputs, invoicing support and staffing alignment where required.
• Prepare customer-facing status reports, executive summaries, governance decks, MoMs and action trackers.

Mandatory Experience

• 12–15 years of overall IT delivery/program management experience.
• Minimum 5+ years managing cloud, contact center, customer experience, digital transformation, infrastructure or enterprise application programs.
• Experience managing customer-facing onsite programs for banking, financial services, insurance, telecom or enterprise customers.
• Strong exposure to Amazon Connect, contact center modernization, IVR, telephony, cloud integrations or managed service transition programs.
• Experience managing distributed onsite-offshore teams across architecture, development, QA, DevOps, security and operations.
• Proven experience in Agile, hybrid Agile and waterfall delivery governance.
• Experience in executive reporting, steering committee governance, RAID management and financial/program tracking.

Expertise You'll Bring

Required Skills

Program Governance

Project planning, milestone management, RAID, dependency tracking, governance cadence, reporting - Expert

Amazon Connect / CX

Amazon Connect program lifecycle, IVR, contact flows, routing, integrations, testing and go-live governance -Strong Program-level Understanding

Banking Domain

Banking stakeholder management, security awareness, audit mindset, compliance-sensitive delivery - Strong

Delivery Methods

Agile, Scrum, Hybrid Agile, sprint governance, backlog and release management - Expert

Stakeholder Management

Executive updates, customer workshops, steering committees, escalation management - Expert

Tools

JIRA, Confluence, MS Project, Excel, PowerPoint, Teams, SharePoint, RAID and status tracking tools -Strong

Commercial Awareness

Resource forecasting, effort tracking, scope/change management, billing support -

Working Knowledge

Preferred Skills

• Prior experience managing Amazon Connect, Genesys, Five9, NICE, Avaya or cloud contact center transformation programs.
• Experience working with AWS services, API integrations, identity/security integrations and service management platforms.
• Experience with banking contact center operations, customer service transformation, digital channels or service desk modernization.
• Understanding of network security, virtualization and enterprise architecture consulting environments.
• Experience with managed services transition, operational handover, support readiness and SLA governance.

Key Deliverables

• Integrated Program Plan and Milestone Roadmap
• Weekly Status Report and Executive Governance Deck
• RAID Log and Dependency Tracker
• Sprint / Release Readiness Dashboard
• Cutover and Hypercare Governance Plan
• Stakeholder Communication Plan
• MoM, Action Item Tracker and Decision Log
• Resource and Capacity Tracker
• Change Request and Scope Control Tracker

Certifications Preferred

• PMP / PRINCE2 / PgMP certification preferred.
• Certified Scrum Master / SAFe Agilist preferred.
• AWS Cloud Practitioner or AWS Solutions Architect certification preferred.
• ITIL Foundation certification preferred.

Soft Skills

• Strong executive communication and customer-facing presence.
• Ability to manage senior banking stakeholders and geographically distributed teams.
• Excellent negotiation, facilitation and conflict-resolution skills.
• Strong ownership mindset with structured follow-up and closure orientation.
• Ability to work under pressure during go-live, escalation and hypercare phases.

Success Criteria / KPIs

• Milestones delivered as per agreed project plan.
• Risks, issues and dependencies proactively tracked and closed.
• Customer governance cadence maintained with high-quality reporting.
• Sprint/release readiness achieved with minimal delivery surprises.
• Effective coordination between onsite customer teams and offshore execution teams.
• Successful go-live and hypercare transition with clear operational handover.

Benefits:

• · Competitive salary and benefits package
• · Culture focused on talent development with quarterly promotion cycles and company-sponsored higher education and certifications
• · Opportunity to work with cutting-edge technologies
• · Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
• · Annual health check-ups
• · Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents

Values-Driven, People-Centric & Inclusive Work Environment

Persistent is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.

• We support hybrid work and flexible hours to fit diverse lifestyles.
• Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
• If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment

Let’s unleash your full potential at Persistent - persistent.com/careers

For more detail, please contact – Subhankar Dutta (Sign in to view email)

“Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.”