IT Program & Project Management Consultant

Conduent

21h

About The Position

An IT Project Manager responsible for delivering customer experience (CX) and contact center technology initiatives that support business operations, service quality, and customer satisfaction. This role manages the execution of contact center–related IT projects end-to-end, coordinating business stakeholders, IT teams, and vendors to ensure solutions are delivered on time, within scope, and aligned to CX objectives. The role focuses on implementation and optimization of contact center platforms, integrations, and digital channels, operating under established governance while collaborating closely with architecture, operations, and CX leadership.

Requirements

Expertise in digital CX and AI transformation, including messaging, web/app journeys, APIs, and AI-enabled experiences
Previously managed the launch of similar digital / omnichannel CX projects
7+ years’ experience with crafting scope documentation, developing WBS and meaningful detail project schedules and managing risks and issues
7+ years’ experience with management of CX IT projects
7+ years of experience in stakeholder management
Proficient with project management s/w tools as well as other productivity tools including MS Office, Project, Visio, Word, Excel, PowerPoint, Outlook, MS Teams, MS Copilot, PowerBI Reporting
Excellent communications skills (interpersonal, presentation, verbal and written)
Strong problem-solving, critical thinking and analytical skills.
Ability to negotiate and influence at all levels of the organization.
Flexibility, interest and ability to work in a fast-paced environment on mission critical projects.
Possess excellent technical aptitude and a desire to learn constantly.
Knowledge of infrastructure concepts and experience with managing technology projects; familiarity with ITSM methodologies (e.g., ITIL).

Nice To Haves

Project management certification or formal training (PMP®, CAPM®, Agile fundamentals preferred but not required)

Responsibilities

Manage end-to-end delivery of multiple concurrent IT projects related to contact center and customer experience platforms.
Develop and maintain project schedules, milestones, risk registers, and dependencies.
Coordinate project execution across infrastructure, application, integration, and CX operations teams.
Track progress against scope, schedule, and quality objectives; escalate risks and issues as needed.
Deliver projects involving contact center and CX technologies such as: CCaaS and UCaaS platforms, Omnichannel routing (voice, chat, email, messaging), IVR, self-service, and workflow automation, CRM and backend system integrations, AI-enabled technologies and add-ons.
Support cloud migrations, platform upgrades, feature rollouts, and configuration changes.
Ensure technical solutions align with business requirements and CX design standards.
Act as a liaison between IT, contact center operations, CX teams, and external vendors.
Monitor work of technical personnel, such as network, compute and storage engineers, providing support and direction to meet objectives as needed.
Oversee functional, technical, and security requirements documentation.
Facilitate project meetings including kickoffs, design reviews, status updates, and go-live readiness checks.
Communicate project status, risks, and dependencies to project sponsors and stakeholders.
Execute projects using standard IT delivery methodologies (Agile, Waterfall, or hybrid).
Adhere to organizational PMO, change management, and release governance processes.
Maintain accurate project documentation including charters, requirements, status reports, and post-implementation reviews.
Support audit, compliance, and operational readiness activities where applicable.
Coordinate tasks and timelines with third-party vendors and implementation partners.
Ensure vendor activities align with project scope and organizational standards.
Track project budgets, forecasts, and actuals within assigned responsibility.
Manage scope and change requests using formal change control processes.
Support efficient resource utilization and delivery within approved funding.
Coordinate testing, rollout, and cutover activities in collaboration with IT and operations teams.
Support user acceptance testing (UAT) and operational readiness.
Partner with operational teams to ensure smooth transition to production and steady-state support.
Perform other duties as assigned by management.