Senior Project Manager, Contact Center

📋 Description

• Take full ownership of all project phases, encompassing requirements validation, comprehensive planning, solution design coordination, development, testing, deployment, stabilization, and formal project closure.

• Create, sustain, and actively oversee integrated project plans that include work breakdown structures, critical path analysis, milestones, dependencies, and deliverables.

• Implement project governance standards to guarantee that projects are completed on schedule, within the approved budget, and in accordance with contractual obligations.

• Oversee project financial outcomes, including alignment of revenue recognition, cost tracking, billable utilization, and gross margin objectives.

• Supervise and manage project labor, material, and third-party expenses; provide precise forecasting, variance analysis, and financial reporting.

• Collaborate with accounting and operations teams to ensure precise project billing, cost allocation, and adherence to internal financial controls.

• Guide cross-functional project teams that include Presidio engineering resources, solution architects, third-party vendors, and subcontractors.

• Conduct proactive resource planning in collaboration with delivery leadership to guarantee suitable staffing, skill alignment, and capacity availability.

• Serve as the primary liaison for customers, executive sponsors, internal leadership, and vendor partners throughout the project lifecycle.

• Identify, document, and manage project risks, issues, and mitigation strategies; escalate appropriately with a clear impact analysis and recommended actions.

• Lead formal change management processes, including scope change assessment, pricing impacts, schedule modifications, and customer approvals.

• Ensure that all deliverables adhere to Presidio's quality standards, contractual requirements, and customer expectations prior to acceptance.

• Facilitate clear, consistent, and professional communication through status reports, steering meetings, and executive briefings.

• Proactively address client concerns, manage expectations, and resolve delivery challenges to uphold trust and foster long-term customer relationships.

⛳️ Requirements

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

• 7+ years of direct experience as a Senior Project Manager delivering complex, customer-facing technology implementation projects within a VAR, systems integrator, or professional services environment.

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

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

• Strong understanding 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.

🏝️ Benefits

• Health insurance

• Professional development

• Paid time off