Senior Project Manager - Professional Services

As a key contributor to the Professional Services Team, the ideal candidate will manage strategic and highly complex client-facing and internal projects by doing what is promised, driving customer satisfaction, managing risk, advocating for and enhancing company reputation, and protecting company assets including staff, following PMI and company standards.

Key Responsibilities:

• Provide consulting expertise and strategic input to facilitate and enhance company initiatives
• Mentor project management staff and functional team members to facilitate solid process and controls, and mitigate risks
• Create and manage program and project work plans. For schedules use MS Project or other standard tools as needed.
• Work with Team Managers to identify resources needed and assign individual responsibilities.
• Manage day-to-day operational aspects of assigned programs and projects for customer and internal projects.
• Schedule and manage program and project meetings.
• Manage scope as defined in controlling project documents: SOW and formal design documents.
• Track and drive completion of deliverables prepared by performing resources and ensure clear turnover to and acceptance by customer as defined by controlling project documents.
• Minimize Company exposure and risk while maintaining and enhancing Company reputation.
• Ensure project documents are complete, current, and stored appropriately.
• Forecast, track and report team hours and expenses as needed.
• Manage project budget, schedule and scope including change control where needed.
• Work with Billing and project team to ensure compliance with project control documents.
• Maintain system of record to ensure timely revenue recognition.
• Complete additional duties as they arise.
• Complete limited travel as required by the company.

Key Qualifications:

• 10 years of Project Management or Project Coordination experience.
• Experience managing remote resources and working with customers by telephone and collaboration tools.
• Excellent organizational skills and the ability to manage complex tasks across multiple projects.
• Superior written and verbal communication skills, with the demonstrated ability to work well with other functions and varying levels of management, both internally and externally.
• Thorough understanding of the full product development lifecycle, with experience managing projects through all SDLC phases, from concept to production deployment.
• Self-starter possessing excellent time management skills; Able to manage multiple activities simultaneously while requiring little or no oversight and/or direction.
• Bachelor’s Degree and PMP certification or equivalent experience.
• Experience in contact center BI, SQL, or report design is a plus.

Key Skills:

• Strategic vision and passion for process and continual improvement.
• Ability to positively represent the company in challenging and highly complex projects.
• Ability to effectively manage multiple projects and sub-projects in a matrixed organization.
• Strong technical knowledge of Project Management Tools and ability to adapt to new and varying management tools.
• Familiarity with terminology and concepts regarding SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU, Web Services, and Contact Center practices.
• Must be an expert at developing and maintaining positive and productive relationships with clients, with impeccable communication skills and understanding of clients’ needs.
• Contact center operations experience a plus.