Lead complex technical projects from initiation to handover, focusing on client launches and system migrations within a remote, time-zone-aligned environment. You'll be responsible for end-to-end coordination of infrastructure deployments, ensuring alignment across IT, telecom, and development teams while maintaining strict adherence to quality and timelines.
Key Responsibilities
- Direct the implementation of client onboarding initiatives and transitions to new platforms, managing all technical and operational dependencies
- Coordinate resources across multiple functions, assigning tasks and overseeing delivery through matrix management
- Lead risk assessment and resolution throughout project lifecycles, proactively addressing issues before escalation
- Develop and validate contingency plans for critical programs, ensuring operational resilience
- Facilitate regular project meetings, document outcomes, and maintain clear communication channels across stakeholders
- Support business development by contributing to statements of work, service agreements, and technical proposals
- Ensure all project deliverables meet quality benchmarks and are transitioned smoothly to operations teams
- Conduct research on client environments and industry trends to inform project planning and execution
- Maintain centralized documentation in SharePoint and ensure compliance with organizational standards
Qualifications and Skills
You must be available to work during US Eastern time hours, with flexibility to adjust as project demands require. A strong grasp of contact center technologies is essential, particularly hands-on experience with Genesys or comparable platforms.
- Proven background in managing BPO technology operations or infrastructure projects is highly valued
- Familiarity with universal agent desktops such as Coral Active or WebRTC solutions is a plus
- Experience deploying or managing Cisco UCCE environments is advantageous
- Exposure to cloud platforms including OCI, Azure, Google Cloud, or GKE is beneficial
- Working knowledge of tools like Smartsheet, SharePoint, Ariba, and Webex is expected
- Understanding of networking fundamentals—VPN, access control, connectivity—and telecom systems including IVR, dialers, and recording technologies is important
Work Environment
This is a fully remote role requiring alignment with US/EST working hours. Project timelines may occasionally extend beyond standard schedules, requiring adaptability and strong time management. You’ll collaborate closely with technical teams and leadership to drive successful outcomes across global client engagements.
