Senior Project Manager, Contact Center

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

👷‍♀️ Project Manager

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Presidio

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Presidio is a global IT solutions and services firm that designs, implements, and manages agile, secure digital platforms to help enterprise customers accelerate digital transformation. Its offerings include cloud migration and modern platforms, managed services, AI and data analytics (including agentic and private AI), cybersecurity, networking, collaboration, and lifecycle/finops and procurement/consumption financing. Presidio serves regulated and enterprise sectors such as healthcare, media & entertainment, finance, public sector and utilities.

📋 Description

• Own end-to-end delivery of complex Contact Center and Unified Communications projects from contract handoff through production rollout and closeout • Validate requirements, coordinate solution design, plan projects, oversee build and testing, deploy solutions, stabilize implementations, and complete formal closeout • Develop and manage integrated project plans, work breakdown structures, critical paths, milestones, dependencies, and deliverables • Enforce project governance and ensure delivery within schedule, budget, contractual scope, and customer satisfaction objectives • Manage project financial performance, including revenue recognition alignment, cost tracking, billable utilization, gross margin, forecasting, variance analysis, billing, and cost allocation • Lead cross-functional teams of engineers, solution architects, vendors, and subcontractors • Plan project resources with delivery leadership to ensure staffing, skills alignment, and capacity • Serve as primary contact for customers, executive sponsors, internal leadership, and vendor partners • Identify and manage risks, issues, mitigation strategies, and escalations • Lead change management, including scope assessment, pricing impacts, schedule adjustments, and customer approvals • Ensure deliverables meet quality standards, contractual requirements, and customer expectations • Provide status reports, steering meetings, executive briefings, customer issue resolution, and relationship management • Represent Presidio as a trusted advisor supporting repeat business and account growth • Maintain working knowledge of enterprise contact center and collaboration platforms

🎯 Requirements

• Bachelor’s degree or equivalent professional or military experience • 7+ years of hands-on experience as a Senior Project Manager delivering complex, customer-facing technology implementation projects within a VAR, systems integrator, or professional services environment • Demonstrated experience managing Contact Center and Unified Communications solutions, including cloud, hybrid, and on-prem deployments • Proven ability to manage project financials, including margin, utilization, cost controls, and revenue alignment • Strong command of formal project management methodologies, documentation, and governance practices • Advanced proficiency with Microsoft Project for scheduling, dependency management, and critical path analysis • PMP, Agile, or equivalent project management certification preferred • Knowledge and experience with Cisco UCCX, Cisco UCCE, Cisco Unified Communications, Cisco CVP, Webex Contact Center, Webex Contact Center Enterprise, AWS, Genesys, Five9, Twilio Flex, and CCAI

🏖️ Benefits

• Full-time employment • Equal Opportunity Employer • Reasonable accommodations for individuals with disabilities • Priority referrals for protected veterans • Opportunity to work with AI-driven analytics, cloud solutions, cybersecurity, next-generation infrastructure, automation, security, networking, digital transformation, and cloud computing technologies