Senior Project Manager, Contact Center

🔥 3 hours 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 from contract handoff through production rollout, stabilization, and formal closeout • Validate requirements and coordinate solution design, planning, build, testing, deployment, and deliverables • Develop and manage integrated project plans, work breakdown structures, critical paths, milestones, dependencies, and deliverables • Enforce project governance and adherence to scope, schedule, budget, margin targets, and contractual commitments • Manage revenue recognition alignment, project costs, billable utilization, gross margin, forecasting, variance analysis, and financial reporting • Partner with accounting and operations on billing, cost allocation, and financial controls • Lead cross-functional teams of engineers, solution architects, vendors, and subcontractors • Plan resources and coordinate 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 scope changes, pricing impacts, schedule adjustments, and customer approvals • Ensure deliverables meet quality standards, contractual requirements, and customer expectations • Conduct status reporting, steering meetings, and executive briefings • Address client concerns, manage expectations, resolve delivery challenges, and support long-term relationships • Represent Presidio as a trusted advisor supporting repeat business and account growth • Apply technology-domain knowledge to manage contact center and unified communications delivery, risks, and dependencies

🎯 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 • Experience in a VAR, systems integrator, or professional services environment • Experience managing Contact Center and Unified Communications solutions across cloud, hybrid, and on-premises deployments • 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 • Working knowledge of enterprise contact center and collaboration platforms, including Cisco UCCX, Cisco UCCE, Cisco Unified Communications, Cisco CVP, Webex Contact Center, Webex Contact Center Enterprise, AWS, Genesys, Five9, Twilio Flex, and CCAI

🏖️ Benefits

• Equal Opportunity Employer • Reasonable accommodations for individuals with disabilities • Veteran priority referral support • Rolling-basis application consideration