POSITION SUMMARY:

We are seeking an experienced and strategic Senior Project Manager to lead enterprise-scale CCaaS (Contact Center as a Service) implementation projects across global clients. This role is responsible for overseeing the full project lifecycle—from discovery and planning to deployment and post-go-live support—ensuring successful delivery of cloud contact center solutions that drive transformative business outcomes.
You will work closely with technical teams, executive stakeholders, and third-party partners, leveraging industry-standard implementation methodologies and best practices to manage risk, control scope, and exceed customer expectations.

REQUIRED QUALIFICATIONS:

• 7–10+ years of project management experience, including 3+ years specifically managing CCaaS or contact center technology implementations (e.g., NICE CXone, Genesys Cloud, Five9, Talkdesk).
• Proven experience leading enterprise/global projects involving multiple stakeholders, remote teams, and multi-phased rollouts.
• Strong knowledge of cloud contact center technology, telephony, CRM integration, and digital customer engagement strategies.
• Experience with agile, hybrid, or waterfall methodologies and use of standard PM tools (e.g., MS Project, Smartsheet, Jira, Confluence).
• Excellent communication and leadership skills, including executive presence and conflict resolution abilities.
• Demonstrated ability to manage complex schedules, budgets over $1M+, and delivery teams in multiple time zones.
• PMP, PMI-ACP, or PRINCE2 certification required.

PREFERRED SKILLS:

• Experience with global compliance and regulations (e.g., GDPR, PCI-DSS, HIPAA).
• Familiarity with NICE CXone, Salesforce, ServiceNow, or other enterprise CX platforms.
• Knowledge of change management and user adoption strategies in enterprise settings.
• Background in consulting, systems integration, or enterprise IT delivery environments.

• Lead complex CCaaS implementation projects for large enterprise clients across multiple geographies and business units.
• Develop and manage project plans, timelines, resource allocations, budgets, and risk registers, ensuring on-time and in-scope delivery.
• Serve as the primary point of contact for clients, managing stakeholder expectations and facilitating communication across cross-functional teams.
• Apply structured CCaaS implementation methodologies to drive repeatable, scalable project delivery (e.g., discovery, design, build, test, deploy, and hypercare).
• Coordinate and collaborate with solution architects, engineers, consultants, vendors, and third-party system integrators.
• Drive executive-level reporting, status meetings, steering committees, and project escalations.
• Ensure alignment with compliance, data security, privacy, and regulatory standards in global deployments.
• Manage change control processes, scope adjustments, and resource prioritization in dynamic environments.
• Conduct post-implementation reviews and lessons learned to continuously improve practices.