IT Project Mgr Sr

The role builds and manages the integrated plan across client teams and Genesys delivery teams, plans migration waves and cutovers around call volume and service levels, and keeps scope, schedule, budget, risks, and decisions visible to leadership. Genesys Cloud CX Migration Build and manage the integrated migration plan, including scope, milestones, dependencies, resources, and budget across client teams and Genesys delivery teams.

Job Title: IT Project Mgr Sr
Location: Columbus, OH
Work Model: Onsite

An experienced, steady project leader who can bring many teams and vendors together around one plan. The successful candidate understands how contact centers operate, plans around the realities of call volume and service levels, and keeps leaders informed without adding noise.
Onsite Role - Candidates must be local to Columbus area.
Potential for local travel in Columbus area.

POSITION OVERVIEW
Responsible for planning and delivering Customer Experience Systems initiatives on time, within budget, and with minimal disruption to customers and the contact center. Leads integrated planning, scheduling, risk and issue management, vendor coordination, and status reporting across client teams and delivery partners. Keeps leaders informed and decisions moving so complex, multi-team efforts land successfully. Decisions are guided by policies, procedures, business plans, and enterprise project management standards.

The Senior IT Project Manager leads day-to-day delivery of the Genesys Cloud CX migration, including the move of contact center reporting. The role builds and manages the integrated plan across client teams and Genesys delivery teams, plans migration waves and cutovers around call volume and service levels, and keeps scope, schedule, budget, risks, and decisions visible to leadership.

WHAT YOU WILL BE DOING
Genesys Cloud CX Migration

• Build and manage the integrated migration plan, including scope, milestones, dependencies, resources, and budget across client teams and Genesys delivery teams.
• Plan migration waves and cutovers around call volume, service levels, and operational commitments in partnership with Contact Center Operations.
• Lead risk, issue, change, and decision management, and escalate early when schedule, scope, or quality is at risk.
• Coordinate requirements, build, testing, and readiness activities so they stay in sync across teams.
• Track vendor deliverables, milestones, and acceptance in partnership with procurement and Customer Experience Systems leads.

Contact Center Reporting Migration

• Plan and track the migration of contact center reports and dashboards, including dependencies on data and reporting teams.
• Coordinate reporting cutover and legacy report retirement so leaders keep the visibility they need.

Governance and Communication

• Run project governance, working sessions, and status reporting for leadership and stakeholders.
• Maintain clear records of decisions, risks, actions, and changes.
• Prepare concise updates on progress, risks, and needed decisions for Technology and Customer Operations leaders.

Contact Center Technology Roadmap

• Support planning, sequencing, and estimating for future Customer Experience Systems initiatives.
• Establish reusable delivery practices, plan templates, and lessons learned that speed up future efforts.

Gigawatt AI Portfolio Support

• Support planning and coordination of AI-enabled initiatives that connect to the contact center, including pilots and production rollouts.
• Manage cross-team dependencies between contact center platforms and Gigawatt teams.

WHAT’S NEEDED
Bachelor’s degree in information systems, business, engineering, or a related field, or an equivalent combination of education and experience.
Eight or more years of IT project management experience, including leading large, multi-team technology implementations.
Experience delivering contact center technology projects, including routing, IVR, telephony, or reporting.
Experience managing vendors and systems integrators, including tracking deliverables and acceptance.
Experience planning platform migrations or cutovers with minimal disruption to operations.
Strong leadership, communication, and status reporting skills with both business and technical audiences.

NICE TO HAVE (optional)
Experience delivering a Genesys Cloud CX or other enterprise CCaaS migration.
Experience with AI, analytics, or self-service initiatives in a contact center.
Experience in a regulated industry, preferably electric utility or energy.
PMP, PgMP, Agile, SAFe, or related project management certification.
Core Competencies
Planning and Organization
Leadership
Accountability
Risk Management
Decision Support
Collaboration
Communication
Problem Solving
Adaptability
Success Measures
Migration waves delivered on schedule and within budget, with minimal disruption to customers and agents
Clear, current visibility into progress, risks, and decisions for leadership
Vendor deliverables tracked and accepted against agreed milestones
Contact center reporting available and trusted through and after cutover
Repeatable delivery practices that support Contact Center roadmap and Gigawatt AI work

COMPENSATION & BENEFITS
· Medical, dental, and vision insurance
· 401(k)
· Other standard benefits as applicable

Distribution List: IT/Technical

ABOUT UNICON
UNICON is a workforce solutions provider with over 35 years of experience supporting organizations across a variety of industries. We partner with our clients to deliver skilled professionals while maintaining a strong focus on quality, compliance, and long-term relationships. UNICON is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.