Senior Project Manager, Contact Center

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

📋 Description

• Take ownership of the complete delivery process for intricate Contact Center and Unified Communications projects, starting from contract handoff through to production rollout and formal closure.

• Confirm requirements, facilitate solution design, plan projects, supervise build and testing phases, implement solutions, and manage the stabilization process.

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

• Enforce project governance to ensure delivery on time, within budget, and in accordance with contractual obligations.

• Manage project financial performance, which includes aligning revenue recognition, tracking costs, overseeing billable utilization, forecasting, conducting variance analysis, reporting, and achieving gross margin targets.

• Monitor labor, materials, and third-party expenses while collaborating with accounting and operations on billing, cost allocation, and financial controls.

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

• Coordinate resource planning with delivery leadership to guarantee appropriate staffing, skills alignment, and capacity.

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

• Manage risks, issues, mitigation strategies, scope alterations, pricing effects, schedule modifications, and customer approvals.

• Ensure that deliverables comply with quality standards, contractual obligations, and customer expectations.

• Provide status updates, conduct steering meetings, prepare executive briefings, and maintain proactive communication with clients.

• Address client concerns, manage expectations, resolve delivery challenges, and foster long-term customer relationships.

• Represent Presidio as a trusted advisor to encourage repeat business and account growth.

⛳️ Requirements

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

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

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

• Experience overseeing project financials, including margin, utilization, cost controls, and revenue alignment.

• Strong understanding of formal project management methodologies, documentation, and governance practices.

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

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

• Experience in customer-facing roles.

• Familiarity with enterprise contact center and collaboration platforms, such as 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.

• Reasonable accommodations for individuals with disabilities.

• Commitment to Equal Opportunity Employer.

• Priority referral consideration for protected veterans.