XTN-A68F711 | TECHNICAL PROJECT MANAGER

KMC Careers is seeking a Technical Project Manager to drive professional accountability for the overall success of projects. The role involves managing multiple customer projects, identifying risks, and ensuring that Key Performance Indicators are met through effective communication and collaboration with stakeholders.

Responsibilities:

• 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

Requirements:

• 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