Senior Project Manager - REMOTE USA

Acliviti Consulting Group, LLC•Chicago, IL

15h•Remote

About The Position

The Sr. Project Manager is responsible for leading successful delivery of complex Contact Center as a Service (CCaaS) transformation projects for enterprise and mid-market clients. This role oversees multiple workstreams including architecture, engineering, integrations and operational readiness.

Requirements

Have 5-7 years of experience in project/program management and customer facing work in the (CCaaS) digital transformation space
Have a Bachelor's Degree or higher
Be comfortable in all stages of a contact center & digital transformation project, from evaluating vendors, implementing new technology, customer roadmap discussions, and post go-live support
Demonstrate excellent verbal and written communication skills with the ability to translate complex findings to non-technical audiences
Prove to be highly motivated, with demonstrated success leading cross-functional project teams
Have functional knowledge of technical platforms such as Salesforce and Smartsheet
Be proficient in Microsoft product suite
Have the ability to manage budgets for transformational programs related to projects/workstreams
Have experience owning and managing individual and team tasks, deliverables

Nice To Haves

Have a Project Management Certification (PMI, PMP), Agile (PMI-ACP), Scrum Master (CSM) or related certifications
Experience with NICE CXone , Genesys Cloud, other cloud telephony platforms a plus
A strong background and understanding of contact center technology and industry-leading CCaaS solutions, and must be able to articulate their technical differences and business value to a wide range of audiences
Experience in CCaaS software design, documenting and implementing enterprise-level clientele

Responsibilities

Own end-to-end delivery of large-scale transformation programs from mobilization through deployment, ensuring accountability for scope, timeline, budget, and outcomes
Lead cross-functional teams, providing alignment, prioritization, execution discipline, and performance oversight
Establish clear responsibilities and expectations across all stakeholders
Drive a culture of accountability, transparency, and continuous improvement
Establish and enforce governance standards, including executive steering committees, risk reviews and delivery meeting cadences, including status reporting, and project documentation
Ensure all meetings are followed by clear meeting recaps, documenting any risks/decisions and impacts to project timelines.
Maintain updated RAID logs, program pulse, and tracking tools
Oversee multiple workstreams, ensuring alignment to program objectives and timelines
Identify risks, dependencies, and issues early to drive mitigations plans and escalate as needed and updated and tracked in project tools
Ensure the accuracy of company revenue realization by managing billing milestones with both clients and vendors
Ensure the accuracy of project resources by managing the project plan and forecasted hours per resource against the assumed project timelines
Act as a primary interface for client stakeholders and executive leadership
Lead meetings with clear and concise executive level updates
Translate complex technical and operational topics into actionable business insights
Partner with Sales to support ongoing and future client opportunities
Develop and maintain detailed program plans, including timelines, milestones, dependencies and resource forecast/allocation
Ensure project plans are accurately forecasted and updated weekly
Proactively manage resource planning across multiple projects, ensuring visibility into demand and capacity
Drive short-term planning discipline by reviewing and aligning 2–6-week sprint planning across delivery teams
Ensure projects plans are updated weekly to support accurate weekly reporting and forecasting projections
Support and manage Level of Effort estimates and support SOW development
Own CSAT throughout the program lifecycle
Identify and track key customer KPIs and metrics that inform stakeholders and identify actionable insights that drive rapid decision making
Monitor delivery health and proactively address gaps
Lead post-go-live reviews to ensure continued value realization
Ensure consistent delivery of high-quality outcomes