Preferred Knowledge and Skills

• Experience with cloud software implementation is required
• Customer-centric attitude - committed to the client and successfully consults and negotiates when necessary
• Experience deploying enterprise software solutions for call center operations
• Exhibits high energy and drive, brings enthusiasm and the ability to engage with people at multiple levels on projects and meetings

The Skill Set

• Manage complex (SaaS, on-premises) software implementations for customers or BPOs
• Drive the delivery of cross-functional projects with multiple senior stakeholders across the organization
• Define the program structure and organize the program into workstreams
• Effective in juggling multiple fast-paced product deployments at the same time
• Be an excellent communicator, capable of organizing and leading diverse project teams, performing detailed work, and proactively identifying and resolving roadblocks
• Manage project plans, financials, resource assignments, forecasts, tasks, RAID, and communications to leadership
• Establish program governance and lead workstream meetings with stakeholders
• Cross-functional team player who can advocate on behalf of the project team and customer while considering the objectives of internal partners across the business
• Be able to build effective partnerships with internal organizations and leadership to build highly collaborative teams and enhance communication across teams and stakeholders
• Strong understanding of Call Center operations and technologies 

What You’ll Do

• Collaborate with Pre-Sales, Sales, Customer Success, Product Management/Engineering, and Domain Experts to maximize project delivery success
• Confirm success criteria for each project with customers and build the project plans to maximize value while achieving margin and schedule
• Own day-to-day project operations including scrums, project plan updates, personnel assignments, task prioritization and completion
• Lead the change control process including estimation, creating, and reviewing change requests with customers or partners
• Manage project RAID, escalating where necessary while taking ownership as needed to manage customer expectations
• Provide clear project communications to project stakeholders including BPOs, customers and Uniphore Leadership Team
• Promote a positive working environment by building productive relationships with customers, and internal supporting organizations and stakeholders
• Contribute to the wider Uniphore team culture and development by collaborating on team initiatives and building best practices for repeatable implementation processes, best practices, and methodologies
• Participate in hiring activities as we grow the Delivery Team

Who You Are

• 7+ years experience in planning and leading enterprise software implementation projects for customers and partners
• 5+ years experience with Scrum and Agile methodologies
• 4+ years experience in the Call Center Industry preferred including conversational AI, analytics, IVR, voice recorders, etc.
• Ability to manage complex stakeholder landscape (customers, internal stakeholders, delivery teams and partners)
• Experienced in measuring and reporting project performance including financials, scope and schedule
• Strategic a driving scope changes and change control process
• Experience driving standards and motivating your teams toward measurable outcomes
• Strong writing, presentation, and communication skills, including the ability to lead meetings and manage expectations
• Highly organized with proven attention to detail in a deadline-driven environment
• BS in Engineering or Computer Science

What Will Set You Apart

• Experience at a high-growth start-up or scale-up organization and/or fast-paced consulting preferred
• Strong background in Contact Center / BPO activity: Minimum 4+ years of experience in the call center space with 5+ years of project management leadership experience
• Enjoy challenges and dare to set ambitious goals that drive innovation within a fast-growing global tech company
• Excellent verbal and written communication skills in English
• Excellent listening skills, critical thinker with attention to detail
• Project management certification (PMP or Six Sigma or equivalent)