What You'll Do
- Lead end-to-end project execution for new client onboarding and migration to updated platforms, ensuring timely and accurate delivery
- Coordinate IT, telecom, and development teams to implement voice, data, and omnichannel solutions aligned with client requirements
- Manage project risks and resolve issues proactively to maintain project timelines and client satisfaction
- Develop and validate contingency plans to support operational resilience during transitions
- Facilitate regular project meetings, maintain meeting cadence, and distribute documented minutes to keep stakeholders aligned
- Prepare and deliver presentations, project updates, and requirement documentation as needed
- Conduct research on client industries and technologies to support project planning and execution
- Collaborate with business development on statements of work and service agreements to support account growth
- Ensure all deliverables meet quality standards and are properly archived in SharePoint for operational handoff
- Work closely with peer project managers to transition clients to new technical environments
- Support after-hours activities when required by project timelines or critical milestones
Requirements
- Ability to work during US Eastern Time hours, typically 8AM–5PM, with flexibility based on project demands
- Proven understanding of Genesys or comparable contact center platforms
- Experience managing cross-functional technical teams in a matrix environment
- Strong organizational skills with attention to detail and deadline management
- Proficiency in tracking project progress and maintaining clear communication across teams
Preferred Qualifications
- Background in BPO infrastructure or technology operations
- Hands-on experience with Coral Active or similar agent desktop solutions
- Familiarity with WebRTC, Cisco UCCE, or related contact center technologies
- Exposure to cloud platforms such as OCI, Azure, Google Cloud, or GKE
Technical Stack
Tools and systems include Ariba, Smartsheet, SharePoint, Webex, networking (VPN, access control), IVR, telecom, dialer and recording systems, Genesys, Coral Active, WebRTC, Cisco UCCE, and major cloud environments (OCI, Azure, GKE).
