Lead end-to-end delivery of CX and contact center projects: manage schedule, scope, risks, resources, budgets, and client/stakeholder relationships. Document requirements, run JAD sessions, ensure quality, profitability, and clear communication across teams and partners.
PTP is a fast-growing system integrator that offers strategic Customer Experience (CX) solutions to our clients. We are looking for a Senior Project Manager to help us design and deliver CX solutions that provide our clients with a beautiful customer journey that achieves results. At PTP we value aptitude and creativity as well as experience. We are a diverse organization and are looking for bright, passionate and committed professionals who strive to be the best at what they do.
Responsibilities
- Manage all aspects of the project delivery including project schedule, scope management, risk management, scheduling resources, setting goals and priorities, and reporting project status
- Ensure engagements are on time, on budget and exceed quality expectations
- Have the ability to fully understand solution functionality and high level architectures to actively manage scope and customer expectations
- Establish and maintain quality relationships between our clients, strategic partners and third party providers
- Achieve profitability goals by providing high-quality and efficient delivery services
- Conduct JAD sessions and document requirements for CX solutions
Requirements
- 3+ years relevant experience managing projects related to contact centers, self service, and CX
- Understand the end-to-end expectations for lift and shift projects and activities
- Excellent written and oral communication skills
- Excellent presentation skills
- Understanding of system architecture
- Expert in the use of MS Office and MS Project
- Self service (voice and digital) application familiarity
- Proven ability to work under pressure within a team and in isolation
Desired
- Experience managing implementations of Genesys or cloud based contact center platforms
- Top tier management consulting experience
- Project Management Certification, e.g. PMI
- Experience with Wrike
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