Senior program leadership for complex delivery
Every engagement is led personally by Charlie Braman, with roughly 30 years of experience in enterprise technology services.
Our niche is CCaaS and conversational and agentic AI, but the same program discipline applies to virtually any IT infrastructure or telecom initiative. Engagements can be scoped as full program leadership, a fixed-scope assessment, or targeted recovery support for a program that has gone off track.
CCaaS Migration & Implementation
Discovery through hypercare for cloud contact centers: requirements and BRDs, integrated planning, telephony, routing, IVR, chat and SMS, WFM, QM and reporting, CRM and API integration, QA/UAT governance and cutover.
Conversational & Agentic AI
AI that holds up in production: intent prioritization and phased roadmaps, voice and digital virtual agents, agentic AI that takes action in back-end systems, clean agent handoff and screen pops, knowledge-base readiness, guardrails, and pilot-to-scale decisions.
Program, Portfolio & PMO
Kickoff-to-closeout program and portfolio management for virtually any IT infrastructure or telecom initiative: network and carrier, cloud and data center, voice and UC. SteerCo reporting, RAID and change control, PMO maturity roadmaps, and recovery for programs that are behind.
Who we work with
For Enterprise IT Leaders
You need someone who represents your interests, not the vendor's. We lead or oversee your program, challenge integrator plans and estimates, separate contracted scope from new requests and accepted risk, and give your executives reporting they can defend. Engagements can be full program leadership, an oversight role alongside your internal team, or a fixed-scope assessment.
Talk Through Your Requirements →
For Vendor Partners
CCaaS vendors, system integrators and consulting firms bring us in when they need a senior program lead who already knows the work: NICE CXone and Cognigy delivery, multi-party governance, BRD and UAT acceptance, and SteerCo-level client communication. We have led customer programs as a subcontracted program manager, working within your methodology, your tools and your brand. Contract, interim or fractional.
Program Assessment & Recovery
For programs that are behind, over budget or losing executive confidence: an independent review of the plan, contracts, vendor performance and readiness, followed by an honest re-baseline and, if you want it, hands-on leadership to deliver it.
Fixed-scope assessments are also available for contact-center and customer-experience reviews, PMO maturity, and software or platform selection.
Not sure which fits? Describe the problem to our AI agent and it will help scope the right next step. Request a Program Assessment →
Prefer email? Use the form.