Senior Project Manager
Core
Manage end-to-end enterprise-level CCaaS implementations for global customers, ensuring delivery of business requirements and KPIs across multi-market rollouts.
Role type
Senior IC Project Manager (CCaaS)
Builds
Global Contact Center as a Service (CCaaS) implementations and platform enhancements
Domain
Customer Experience Management (CXM) / Contact Center Operations
Required skills
CCaaS operations, global multi-geo rollouts, stakeholder management, project scope control, risk mitigation, software development life cycles, resource allocation, team leadership
Preferred skills
PMP/Prince2/ACP certifications, contact center network/ACD/IVR/dialer/WFM experience, technical configuration of CCaaS/SaaS solutions
Technologies
CCaaS platforms, ACD, IVR, dialers, workforce management tools
Responsibilities
Own end-to-end project management of CCaaS implementations including stakeholder management, scope, change control, and risk mitigation; Ensure customer business requirements and KPIs are implemented according to defined scope; Partner with cross-functional enablement functions to ensure alignment; Drive relationships with key customer and internal stakeholders; Maintain deep platform knowledge to develop realistic project plans; Ensure accurate reporting and forecasting; Manage project risks, issues, and change requests; Lead teams striving for quality in project delivery; Provide weekly project status reports.
Seniority
Senior, hands-on IC
