XTN-A68F711 | TECHNICAL PROJECT MANAGER

As a Technical Project Manager, you will drive professional accountability for the overall success of the project, ensuring Key Performance Indicators (KPIs) are met.

•  Health Insurance/HMO 
•  Enjoy unlimited MadMax Coffee
•  Diverse learning & growth opportunities
•  Accessible Cloud HR platform (Sprout)
•  Above standard leaves

• Define project scope, schedule project activities, and integrate those into the broader project plan with the customer project manager(s)
• Manage multiple customer projects simultaneously. Work with customers, partners, & internal solutions consultants to drive positive progress across multi-location & multi-phase deployments for all project related activities
• Proactively identify risks pertaining to time, scope, & budget. Develop comprehensive mitigation strategies with clear communication plan for all internal & external stakeholders
• Conduct regular status meetings with customers and team to assess progress against plan; performs re-forecasts of project variables as necessary throughout the project to ensure timeline adherence
• Conduct executive business reviews throughout the implementation with executive and senior leadership outlining projects status, open risks and project success dependencies
• Understand customer use cases, formulate best practices, and document requirements (functional and technical) needed to address client needs
• Partner with internal teams such as Product, Engineering, Support, etc. to ensure timely delivery of feature requests, bug fixes and support requests
• Participate in the sales cycle as necessary to formulate the delivery approach and develop a proposal/SOW
• Conduct post mortem with internal and external stakeholders to evaluate overall project performance. Lead root cause analysis discussion, formulate strategies for process improvement, and follow through
• Drive professional accountability for the overall success of the project, ensuring Key Performance Indicators are met

• 5-10 years of Contact Center project management experience and leadership in professional services, customer support, customer success or other service delivery roles
• Proven track record of managing a contact center project end to end.
• Act as a role model to others: sets an example of integrity, ethical behavior and professionalism
• Excellent problem-solving skills and ability to navigate complicated situations in a professional manner
• Outstanding communications skills (presentation, written, and verbal) to interact with all levels of professional staff (Internal and external)
• Ability to think strategically about business, product, and technical challenges to help our customers realize the software investment, efficiencies, advantages, and innovations
• Ability to work cross-functionally in a fast-paced startup environment

• Agile Certified Practitioner, PMP (Project Management Professional) Certification or equivalent is desirable
• CCaas or Contact Center product, Salesforce and other CRM experience preferred