Project Manager
Core
Lead strategic initiatives to optimize processes, systems, and technologies for a global Customer Support organization, focusing on Salesforce enhancements, AI implementations, and operational improvements.
Role type
Senior Project Manager (PMO)
Builds
Optimized support workflows, AI-enabled contact center solutions, and integrated Salesforce/telephony systems
Domain
BPO / UCaaS / Customer Experience
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
End-to-end project lifecycle management, Salesforce Service Cloud administration, AI/chatbot implementation, contact center technology management (IVR, telephony, WFM), risk and dependency management, budget and resource planning, executive reporting, cross-functional stakeholder leadership
Preferred skills
Six Sigma, ITIL, Agile/Scrum, change management, ROI analysis, business case development
Technologies
Salesforce, Smartsheet, Monday.com, Microsoft Planner, IVR systems, telephony platforms, knowledge bases, workforce management tools
Responsibilities
Lead end-to-end project lifecycle from intake to adoption for medium to large-scale support initiatives; Develop comprehensive project plans including timelines, resource allocation, and risk mitigation strategies; Partner with IT, Engineering, and Product teams to deliver integrated solutions; Identify opportunities to streamline workflows and optimize existing processes; Track project health metrics, milestones, and budget utilization; Manage AI initiative projects such as chatbot implementations and intelligent routing
Seniority
Senior, hands-on IC
