Senior Project Manager - SaaS Implementation
Core
Lead end-to-end delivery of enterprise CCaaS and Unified-CXM implementations for global brands, managing governance from discovery through handover.
Role type
Senior IC Project/Program Manager (Enterprise SaaS Implementation)
Builds
Enterprise CCaaS and Unified-CXM implementations for global enterprises
Domain
Customer Experience Management (CXM) / Contact Center as a Service (CCaaS)
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Enterprise SaaS implementation management, multi-workstream program leadership, executive stakeholder management, delivery governance, project financial hygiene, cross-functional team leadership, SDLC knowledge
Preferred skills
Contact center solutions expertise, VoIP/ACD/IVR knowledge, cloud fundamentals, PMP/Scrum/PRINCE2/SAFe/ITIL certifications
Technologies
CCaaS platforms, VoIP, ACD/IVR, dialers, workforce management, telecommunication systems, cloud infrastructure
Responsibilities
Own end-to-end delivery of enterprise CCaaS and Unified-CXM implementations across scope, plan, risks, issues, dependencies, change control, and stakeholder governance. Run governance across discovery, design, configuration, integrations, testing, deployment, cutover, hypercare, and handover. Translate customer business objectives into milestones, acceptance criteria, adoption plans, and measurable value realization goals. Engage customer sponsors and executives; maintain clear communication across internal and external stakeholders. Partner with Professional Services, Product, Engineering, Sales, Customer Success, Support, customer IT, and vendors to resolve delivery and technical blockers. Maintain project health, forecast, burn, margin, weekly status, escalation, and delivery hygiene reporting. Lead cross-functional teams in a matrix environment, creating clarity on ownership, timelines, dependencies, decisions, and escalation paths.
Seniority
Senior, hands-on IC