Senior Project Manager, Contact Center

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

📋 Description

• Take charge of the comprehensive delivery of intricate Contact Center and Unified Communications projects, starting from the contract handoff to the production rollout and final closeout.

• Confirm requirements, facilitate solution design, plan projects, supervise build and testing, implement solutions, ensure stabilization of deployments, and finalize formal closeout.

• Create and oversee integrated project plans, work breakdown structures, critical paths, milestones, dependencies, and deliverables.

• Uphold project governance while ensuring delivery aligns with schedule, budget, contractual scope, and customer satisfaction targets.

• Manage project financial performance, which includes alignment of revenue recognition, cost tracking, billable utilization, gross margin, forecasting, variance analysis, billing, and cost allocation.

• Lead cross-functional teams comprising engineers, solution architects, vendors, and subcontractors.

• Collaborate with delivery leadership to plan project resources, ensuring appropriate staffing, skill alignment, and capacity.

• Act as the primary liaison for customers, executive sponsors, internal leadership, and vendor partners.

• Identify and manage risks, issues, mitigation plans, and escalations.

• Oversee change management, encompassing scope assessment, pricing impacts, schedule adjustments, and customer approvals.

• Ensure that deliverables adhere to quality standards, contractual obligations, and customer expectations.

• Provide status updates, conduct steering meetings, deliver executive briefings, resolve customer issues, and manage relationships.

• Represent Presidio as a trusted advisor, fostering repeat business and account growth.

• Maintain a working knowledge of enterprise contact center and collaboration platforms.

⛳️ Requirements

• Bachelor’s degree or equivalent professional or military experience.

• A minimum of 7 years of hands-on experience as a Senior Project Manager, delivering complex, customer-facing technology implementation projects in a VAR, systems integrator, or professional services setting.

• Proven experience managing Contact Center and Unified Communications solutions, including cloud, hybrid, and on-premises deployments.

• Strong ability to manage project financials, including margin, utilization, cost controls, and revenue alignment.

• Excellent command of formal project management methodologies, documentation, and governance practices.

• Advanced proficiency in Microsoft Project for scheduling, dependency management, and critical path analysis.

• PMP, Agile, or equivalent project management certification is preferred.

• Familiarity and experience with Cisco UCCX, Cisco UCCE, Cisco Unified Communications, Cisco CVP, Webex Contact Center, Webex Contact Center Enterprise, AWS, Genesys, Five9, Twilio Flex, and CCAI.

🏝️ Benefits

• Full-time employment.

• Equal Opportunity Employer.

• Reasonable accommodations for individuals with disabilities.

• Priority referrals for protected veterans.

• Opportunity to work with AI-driven analytics, cloud solutions, cybersecurity, next-generation infrastructure, automation, security, networking, digital transformation, and cloud computing technologies.