Senior Project Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the comprehensive delivery of extensive CCaaS transformation programs from initiation to deployment.

• Take full responsibility for the project's scope, timeline, budget, and overall results.

• Direct cross-functional teams encompassing architecture, engineering, integrations, and operational preparedness.

• Define roles, expectations, governance frameworks, executive steering committees, risk assessments, and meeting schedules for delivery.

• Generate status updates, project documentation, meeting summaries, and manage RAID logs, program health, and tracking tools.

• Supervise multiple workstreams while addressing risks, dependencies, issues, mitigations, and escalations.

• Administer client and vendor billing milestones to ensure accurate revenue recognition.

• Oversee project plans, resource projections, and estimated hours.

• Serve as the primary liaison for client stakeholders and executive management.

• Facilitate executive-level meetings, translating intricate technical and operational issues into actionable business insights.

• Collaborate with Sales on current and prospective client opportunities.

• Create and sustain program plans, schedules, milestones, dependencies, and resource distributions.

• Review and synchronize 2–6-week sprint planning among delivery teams.

• Assist in managing Level of Effort estimates and Statement of Work (SOW) preparation.

• Maintain CSAT throughout the program lifecycle, tracking customer KPIs and metrics.

• Assess delivery health, identify gaps, and conduct post-go-live evaluations to ensure ongoing value realization.

• Guarantee the consistent delivery of superior outcomes.

⛳️ Requirements

• 5-7 years of experience in project/program management and customer-facing roles within the CCaaS digital transformation domain.

• A Bachelor’s Degree or higher is required.

• Comprehensive experience in all phases of contact center and digital transformation projects, including vendor assessment, technology deployment, customer roadmap consultations, and post-go-live assistance.

• Exceptional verbal and written communication abilities, capable of conveying complex information to non-technical stakeholders.

• Proven track record of successfully leading cross-functional project teams.

• Functional expertise in Salesforce and Smartsheet.

• Proficient in the Microsoft product suite.

• Capability to manage budgets for transformational programs linked to projects/workstreams.

• Experience in taking ownership of and managing individual and team tasks and deliverables.

• Preferred: Project Management Certification (PMI, PMP), Agile (PMI-ACP), Scrum Master (CSM), or similar credentials.

• Preferred: Experience with NICE CXone, Genesys Cloud, or other cloud telephony systems.

• Strong knowledge and understanding of contact center technology and leading CCaaS solutions, with the ability to articulate technical distinctions and business benefits.

• Experience in CCaaS software design, documentation, and implementation for enterprise-level clients.

🏝️ Benefits

• 100% coverage of employee health care, vision, and dental insurance.

• HSA & FSA plans are available.

• Disability & Voluntary Benefits are offered.

• 401(k) plan with a 4% employer match.

• Generous variable compensation opportunities.

• Monthly incentive for working from home.

• Inclusive remote working environments.