Project Manager - Contact Center as a Service (CCaaS)

New Era Technology is a global technology solutions provider with 4,500+ employees and offices around the world. New Era offers Cloud, Managed, Professional, and Security services, and delivers Collaboration, Data Networking, Digital Transformation, and Physical & Life Safety solutions to more than 14,500 customers worldwide.

We are looking for team members to contribute to and deliver our mission: “To deliver and support technology solutions that securely connect people, places, and information.” New Era Technology is a community of like-minded, like-hearted people who share the same vision and values.

Work alongside the finest team of highly skilled and industry-certified professionals who are encouraged to drive change and think outside of the box. As a team member, you will receive competitive benefits, industry training, and certifications.  New Era Technology empowers businesses to embrace the future workplace. As customers shift their perspectives on where and how work happens, we are there to meet them with flexible, resilient, and productive solutions. New Era Technology provides a team-oriented culture, a positive environment filled with an incredible staff, and a genuine passion for providing the best service to our customers worldwide. We believe that investing in our employees is the key to professional growth, delivering exceptional experiences for our customers, and setting the standard for excellence in our field.

We offer a growth-orientated, high-tech environment for employees. Along with our many benefits, you can expect a corporate culture that promotes personal and professional development. Our customer-focused teams are built on our core values: Community, Integrity, Agile, and Committed.

Job Summary: The CCaaS Program/Project Manager will be responsible for overseeing and managing the implementation of a Contact Center as a Service (CCaaS) solution for multiple business units. This role requires a strategic thinker with strong leadership skills to drive the successful execution of programs and projects, ensuring alignment with organizational goals and objectives. The ideal candidate is an experienced Project Manager with a background in CCaaS delivery/deployment, contact centers, or a similar industry.

Key Responsibilities:

Program Management:

• Develop, document, and implement strategies to achieve program outcomes and align with broader organizational goals.
• Define benefits that will realize the strategic objectives of the program and oversee plans to achieve benefit realization.
• Oversee all activities associated with the program to ensure goals and commitments are achieved.
• Manage a centralized plan that encompasses all functional area activities critical to the success of the initiative.
• Partner with cross-functional team members to identify area impacts, incorporate needs into the overall program plan, and drive mitigation plans for critical readiness areas.
• Develop strong partnerships with key functional stakeholders to drive focus on business goals.
• Manage risks and issues, take corrective measures, and anticipate and remove roadblocks to minimize negative business outcomes.
• Manage the program's budget to ensure business objectives are achieved within approved funding.
• Coordinate and manage cross-functional teams to ensure program goals are met.
• Establish and maintain relationships with key stakeholders, including executives, business unit leaders, and external partners.
• Monitor program progress, identify risks, and implement mitigation strategies.
• Ensure programs are delivered on time, within scope, and within budget.
• Provide regular program updates to senior leadership and stakeholders.

Project Management:

• Own and manage end-to-end project management of CCaaS implementation including stakeholder management, project scope, product enhancements, change control processes, and risk mitigation plans.
• Develop, communicate, and build consensus for goals and project benefits in alignment with Corporate Strategy.
• Review project proposals or plans to determine project timelines, funding limitations, procedures for accomplishing projects, staffing requirements, and the assignment of resources to various project phases.
• Ensure that each project status, schedule, and budget is reported and forecasted.
• Ensure the project adheres to all Corporate and IT policies and standards.
• Develop project plans, schedules (MS Project), resource requirements, and project budgets.
• Ensure project milestones and budgetary constraints are maintained.
• Escalate and communicate risk issues to leadership and business when project scope requires intervention; assist in evaluation, re-prioritization, and re-design of project plans and objectives as necessary.
• Participate in design meetings.
• Work with business stakeholders/Business Analysts to capture and define requirements.
• Ensure that customer business requirements and KPIs are being implemented according to defined scope, requirements, and best practices, and value is being delivered at every touchpoint.
• Set expectations with clients regarding dates and deliverables.
• Carry out quality assurance procedures in accordance with established methodology and ensure successful project execution.

Qualifications:

• Bachelor's degree or equivalent experience.
• Minimum of 10 years of project management experience, preferably in the computer industry.
• PMP Certification strongly preferred.
• Proficient with MS Project or similar project management tools.
• Experience implementing CCaaS platforms; preferably Nice.
• Experience migrating from one CCaaS platform to another, e.g., Five9 to Nice.
• Experience managing projects across onshore and offshore teams.
• Experience managing multiple project plans, risks, issues, and solving problems.
• High comfort level managing priorities across remote teams.
• Strong stakeholder management experience, including at the executive level.
• Fluent in English (Mandatory).
• 2-5 years of experience in CCaaS delivery/deployment, contact centers, or a similar industry.

Skills and Competencies:

• Strategic thinking and problem-solving abilities.
• Strong organizational and multitasking skills.
• Ability to manage multiple priorities and deadlines.
• High attention to detail and quality.
• Strong analytical and decision-making skills.
• Ability to adapt to changing priorities and work in a fast-paced environment.
• Excellent communication skills: ability to present and correspond well with Executive Management/Project Teams and external stakeholders.
• Exceptional interpersonal and influencing ability across a broad range of personality types, gaining commitment, and bringing individuals “on board” at all levels.
• Hands-on, detail-oriented, highly organized with excellent follow-up and problem-solving skills.
• Self-motivated individual with a high level of initiative and sense of urgency.
• Effective communication and organizational skills, flexibility, adaptability, common sense.
• Energetic leadership skills and ability to work within a matrix organization creating alignment across multidisciplinary functional lines.
• Professionalism in dealing with all levels of management and staff.
• Ability to initiate and develop key relationships and interfaces.
• Highly analytical with excellent problem-solving skills and the ability to guide others in problem-solving when ambiguity exists.
• The successful candidate shall exhibit a sense of ownership, urgency, be solution-oriented, collaborative, and accountable.

Work Environment:

• Ability to work in a virtual environment and manage remote teams.
• Some domestic travel within the US may be required.