Leads enterprise transformation programs and projects for NICE CXone and cloud telephony solutions. Manages client relationships, implementation delivery, project teams, schedules, resources, financial reporting, risks, change management, governance, and executive communications. Oversees teams of 3–50 people and projects with consulting services valued at $500,000–$10,000,000. The role requires consulting experience, multiple delivery methodologies, stakeholder management, and travel up to 30%.
At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.
TTEC Digital is seeking a Principal Technical Project Manager to join our TTEC Digital Solutions team. This is a remote opportunity with some client site travel requirements.
As part of our Project Management team supporting our NICE CXone Practice, you will provide program and project management services for the design, deployment, and delivery support of our services and solutions in a client-facing environment.
Why choose TTEC to enhance and broaden your career? We are just as passionate about providing ideal solutions to solving our client’s business problems by driving customer experience outcomes with our enhanced technical capabilities, as you are. Whether you’re the Engineer, Architect, Account Manager, Practice Leader or Sales Executive we need your talent to help us in our exciting journey to success!
What You'll Be Doing
- Manage the overall delivery relationship with assigned program / project clients.
- Frequent and direct contact with senior level managers, directors and executives to provide technical expertise and project status.
- Lead overall implementation of large enterprise projects and small programs, with team sizes varying from 3 to 50 people (TTEC Digital staff, contractors, client resources and vendors).
- Set up and drive program management functions including a communication plan, meetings, tracking, reporting, escalation processes, functional documentation, and other internal processes.
- Deliver weekly status reports, either developed directly or in concert with project managers working in the program, and providing project progress and issues to client stakeholders, delivery management and account team.
- Ensure client stakeholder alignment and drive overall program customer satisfaction.
- Develop and deliver financial reporting dashboards providing project financial status to client stakeholders.
- Identify high-level risks, assumptions, and constraints. Implement approved actions and workarounds to minimize the impact of risks on the project/program, including delivery of change management required to address approved actions.
- Review project invoices for accuracy.
- Work with project staff to develop work plans and assign duties, responsibilities to ensure the specified project objectives are met.
- Coach members of the project teams as needed to optimize the efficiency of the team.
- Manage the program resource plan, project plan and schedule.
- Achieve project goals within designated constraints.
- Perform and support project management duties related to resource utilization and revenue projection.
- Assist in the continuous improvement to the established project management methodologies.
What You'll Bring to the Role
- Experience delivering transformation projects.
- Deep knowledge of the NICE CXone solution preferred.
- Experience creating a roadmap, designing, planning, documenting, and implementing end to end architecture using the latest technologies such as Genesys Pure Cloud, Five9, Amazon Connect, Cisco, Avaya, inContact/NICE CXone and/or other cloud telephony platform. NICE CXone highly preferred.
- 10+ years Project/Program Management experience within a consulting environment.
- Experience leading large enterprise client projects with $500,000 - $10,000,000 in consulting services, including executive level sponsorship, and reporting requirements.
- Experience managing projects following multiple implementation methodologies, including Waterfall, Agile/Scrum and hybrid.
- Experience leading a program with multiple projects and workstreams.
- Experience leading multiple project teams ranging in size from 3 to 50 people
- Superb written and verbal communication and listening skills.
- Excellent organizational and planning skills.
- Ability to build relationships, collaborate, problem solve, negotiate, drive and persuade, while maintaining positive relationships with client stakeholders, internal stakeholders and partners, project team members and 3rd party partners.
- PMP or other Project Management Certification strongly preferred
- Ability to travel up to 30%
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This position is eligible to participate in an annual incentive program. Actual compensation offered to a candidate may vary based upon geographic location, work experience, education and/or skill levels.
Benefits available to eligible employees include the following:
- Medical, dental, vision
- tax-advantaged health care accounts
- financial and income protection benefits
- paid time off (PTO) and wellness time off.
This job posting will remain open until we have identified an adequate applicant pool. Applicants are strongly encouraged to apply early.
About Us
TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.
We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.
TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.
Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.
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