Senior Project Manager, Contact Center

Job Summary :

Presidio is seeking a seasoned, customer-facing Senior Project Manager for our Contact Center Team. Facilitates and coordinates the implementation of large scale on premise and cloud contact center solutions with both short and extended timelines.

The Sr. Project Manager is involved in all phases of the project from obtaining requirements to roll out, while maintaining budget, communications, and objectives of the overall project.

Travel Requirements :

This position requires % national travel

Job Responsibilities :

• Performs day-to-day management of all phases of the project including obtaining project requirements, design, development, test, and deployment of each project.
• Completes critical path analyses and tracking to maintain an accurate and updated view of the activities and deliverables to ensure the project is delivered on time, within budget, and meets or exceeds customer satisfaction goals.
• Manages resource planning by partnering with internal management to determine the project approach, staffing, responsibilities, and schedules according to the project timeline.
• Manages projects while balancing appropriate gross margin and billable utilization targets as defined by annual goals.
• Monitors cost to provide accounting support for project time, materials, and services.
• Coordinates all project activities with business owners / stakeholders and other support, technical infrastructure, and application teams.
• Manages relationships and coordinates work between vendors, customers, sub-contractors, and engineering teams throughout various locations.
• Manages the completion and distribution of all deliverables to customers, by tracking the delivery status and installation schedules, in accordance with required timeframes.
• Assures that all Statement of Work deliverables meet quality standards.
• Oversees change management on the overall project scope, according to a predefined change process, to meet project goals.
• Creates / maintains project schedules, risk mitigation plans, project budget, status reports, and all other project management-related documentation.
• Resolves client satisfaction issues and develops a partner relationship for the long-term benefit of the client, the vendor and Presidio.
• Remains up to date on relevant solutions to include :
• Cisco Contact Center Express and Enterprise
• Cisco Unified Communications
• Cisco Customer Voice Portal
• WebEx Contact Center and Contact Center Enterprise
• Amazon Connect
• Twilio Flex
• Google CCAI and Dialogflow

Required Skills :

• Project Management experience in Contact Center solutions; Software development and / or Collaboration or Contact Center Solutions
• Proficient in MS Project
• PMP or Agile Certification (preferred)

Education and Experience :

• Bachelor’s degree or equivalent experience and / or military experience
• years as a hands-on Project Manager managing technical VAR implementation projects and having customer facing experiences
18 days ago