Technical Program Manager

Title : Technical Program Manager

Location : 100% Remote

Duration : Long-term

Pay Rate : $65 on C2C

Responsibilities

Responsible for overseeing and managing the execution of technical programs and ensures project teams adhere to timelines, project plans, and Square quality standards.

Facilitate project kickoffs

Own the development of 1 pgr / BRD / PRD documents for each major project

Responsible for developing and maintaining project plans & RAID log

Responsible for updating broader CRM roadmap with NICE initiatives and milestones

Responsible for driving alignment and signoff with business stakeholders and tech partners on : requirements, solutions design, LOE, and timelines

Collaborate with cross functional teams to ensure people with the necessary skills and expertise are allocate to support project execution

Facilitate solution ideation with tech partners

Facilitate UAT : identify testers & create test scripts

Primary escalation point for project team

Identifies risks, dependencies, and action items (RAID Log), and manages mitigation plans to reduce risks and remove blockers

Key Collaborators :

CRM Team : CRM Product Manager (overall accountable for roadmap), NICE BSA (Business Systems Analyst)

Customer Success (CS) Business Stakeholders : WFM team, CS Analytics team, Global Program and Infra management team, 3p vendor manager

Various other technical teams who own integrated systems (Mulesoft, Amazon Connect, etc.)

Qualifications :

BS in Information Systems, Computer Science or other relevant degree

5+ years of experience managing large cross-functional programs at a fast-paced, high-growth company

General knowledge and experience of Call Center / BPO operations and workflows

Experience in how to summarize complex internal needs across the company

Experience with project management methodologies to manage timelines

Experience with agile-scrum methodologies for sprint execution

Experience with NICE WFM, CXOne, or other similar Workforce Management Applications

Impeccable customer success mindset and communication skills