Senior Program Leadership for CCaaS, AI & Complex IT Programs
Independent, hands-on delivery leadership, from planning through go-live, for the technology programs that can't afford to slip.
Thirty years of complex delivery
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30 years
in enterprise technology, most recently leading up to ten concurrent CCaaS and AI programs at once.
500+ sites
phone numbers moved in the same program, plus 50+ major applications migrated to the cloud on another.
50,000+
migrated to Microsoft Teams voice across the U.S. and Canada, with requirements and call-flow design for every location.
When the program can't afford to fail
"I get handed the programs that are not going well." — Charlie Braman
Most clients don't call because things are on track. They call because a date has slipped, a vendor isn't being held to what was sold, or nobody can give the executives a straight answer about readiness.
Program Recovery
The migration is behind and the plan has stopped describing reality. Get an independent assessment, an honest re-baseline, and leadership to bring it home.
Vendor & Integrator Accountability
Right-sized governance, a living RAID log, and SteerCo reporting that leads with the recommendation, so executives get a defensible view of readiness.
PMO Governance & Executive Visibility
Someone on your side of the table who knows the platform well enough to challenge the integrator, with clear lines between contracted scope, new requests and accepted risk.
What we do
Our specialty is the modern contact center: CCaaS platforms and conversational and agentic AI. Behind that specialty is deep program-management expertise that carries over to virtually any IT infrastructure or telecom project, led from kickoff to closeout.
CCaaS Migrations & Implementations
Cloud contact-center programs planned and governed end to end: telephony, routing, IVR, WFM, quality, reporting and CRM integration.
Conversational & Agentic AI
Kickoff-to-closeout leadership for IT infrastructure and telecom projects of every kind: network, cloud, data center, voice and UC. We also stand up, restructure and mature PMOs.
Program & Portfolio Management
Voice and chat virtual agents and AI agents that resolve real customer intents, take action in the systems behind them, and hand off cleanly to people.
Two ways we work
Whether you're running the program or delivering it for a client, you get the same senior, hands-on leadership.
For Enterprise IT Leaders
Independent oversight and program leadership when delivery risk is high. We represent your interests, manage risk across every vendor, and give your executives a defensible view of readiness.
For Vendor Partners
Ask our AI agent. Built on the same conversational-AI practices we deliver for clients, it can talk through your program, answer questions about how we work, and set up a consultation with Charlie.
Not Sure Where You Fit?
Senior delivery leadership for CCaaS vendors, system integrators and consulting firms that need an experienced program lead for complex implementations and client commitments, on a contract, interim or fractional basis.
Selected results
A few recent programs. Client names are withheld; details are available in conversation. See more engagements →
500+ sites, 50,000+ numbers
A Microsoft Teams voice migration for a large international organization across the U.S. and Canada, with requirements and call-flow design for every location.
Ten brands, one portfolio
An AI voice agent for a national insurance brokerage, integrated with the contact-center platform, CRM and quoting APIs. It creates leads in real time and warm-transfers callers to licensed agents.
Agentic voice AI in production
A shared-governance CCaaS migration portfolio for a global life-sciences services provider, re-baselined and governed through payment-linked acceptance gates.
Senior leadership, not a staffing layer
You work directly with the person running your program. Charlie Braman has spent thirty years in enterprise technology and most recently ran up to ten concurrent CCaaS and AI programs at once. Expect candid risk reporting, and one plan that vendors, integrators, IT and the business all work from.
Let's talk about your program
Whether it's a migration, a new implementation, an AI initiative or a PMO that needs attention, start with a complimentary 30-minute consultation. We'll talk through where the program stands, where the risk is, and what kind of help would make a difference. No obligation, no sales pitch.
The fastest way in is our AI agent: it can answer questions about how we work and set up your consultation with Charlie. Schedule a Consultation →
Prefer email? Use the form, and Charlie will reply within one business day.