Project Manager

Location: Miami, FL (Hybrid)

Job Summary

We are seeking an experienced Project Manager to lead the execution of Contact Center Optimization initiatives. The ideal candidate will manage cross-functional teams, oversee project delivery, and ensure successful implementation of contact center transformation programs while maintaining alignment with business objectives.

Key Responsibilities

• Lead day-to-day execution of contact center optimization initiatives.
• Manage project schedules, milestones, dependencies, and governance activities.
• Track project risks, issues, and mitigation plans to ensure timely delivery.
• Coordinate with business, technical, and vendor teams to drive project success.
• Monitor project progress, financial performance, and delivery health.
• Oversee vendor performance and ensure deliverables meet quality and timeline expectations.
• Translate strategic roadmaps into actionable project plans.
• Drive business readiness, stakeholder communication, and successful adoption of new capabilities.

Required Skills

• Strong Project Management experience leading enterprise transformation initiatives.
• Experience managing Contact Center or Customer Service projects.
• Knowledge of Genesys or similar contact center platforms.
• Expertise in project planning, risk management, and stakeholder communication.
• Experience managing cross-functional teams and third-party vendors.
• Strong leadership, organizational, and problem-solving skills.

Preferred Skills

• Experience with contact center modernization or digital transformation programs.
• Familiarity with Agile, Waterfall, or hybrid project delivery methodologies.
• PMP, Scrum Master, or equivalent project management certification.

Qualifications

• Bachelor's degree in Business, Information Technology, Engineering, or a related field.
• 8+ years of Project Management experience delivering large-scale enterprise projects.
• Excellent communication, leadership, and stakeholder management skills.
• Ability to manage multiple priorities in a fast-paced environment.