- The Senior Project Manager - Program Implementation is responsible for leading the end-to-end execution of complex, multi-disciplinary projects across Etech's diverse technology and business intelligence portfolio.

- This role encompasses managing call center operations projects, speech and text analytics implementations, business insights and reporting initiatives, software application development projects, third-party tool integrations, and strategic organizational initiatives.

- The position requires a seasoned professional who can navigate technical complexities while ensuring business objectives are met through effective stakeholder management, cross-functional team leadership, and robust project governance.

- The ideal candidate will have proven experience in managing technology-driven projects in contact center environments, with strong technical acumen in analytics platforms, software development lifecycles, and enterprise integrations.

- This role demands exceptional communication skills to bridge technical and business stakeholders, along with the ability to mentor junior project managers while driving continuous improvement in project delivery excellence.

QUALIFICATIONS:

- The requirements listed below are representative of the knowledge, skill, and/or ability required.

- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Project Management:

- Lead complex, multi-phase projects spanning call center operations, analytics implementations, software development, and strategic business initiatives

- Manage concurrent projects across different domains including speech/text analytics platforms (such as QEval, ObserveAI, Verint, NICE, Genesys, or similar), business intelligence tools, and custom software applications

- Coordinate third-party vendor implementations, including SaaS solutions, API integrations, and enterprise software deployments

- Ensure strategic alignment of all projects with Etech's business objectives and client success metrics

Technical Project Leadership:

- Oversee software application development projects using Agile/Scrum methodologies, including requirements gathering, sprint planning, and release management

- Manage implementation of speech and text analytics solutions, including data pipeline setup, model configuration, and reporting framework development

- Lead business insights projects involving data warehousing, dashboard creation, and automated reporting solutions

- Coordinate system integrations between contact center platforms, CRM systems, workforce management tools, and analytics platforms

Stakeholder Management & Communication:

- Conduct comprehensive requirements gathering sessions with internal business units and external clients to define project scope and success criteria

- Develop and maintain detailed Project Design Documents (PDD) and Standard Operating Procedures (SOP) for technical and operational projects

- Facilitate executive-level project reviews and provide strategic recommendations based on project outcomes and analytics insights

- Manage vendor relationships and contract deliverables for third-party implementations

Team Leadership & Development:

- Mentor Assistant Project Managers and Project Managers in both technical and soft skills development

- Lead cross-functional teams including developers, data analysts, business analysts, and operations specialists

- Conduct performance evaluations and implement professional development plans aligned with technical competency growth

- Foster collaboration between technical teams, business stakeholders, and client-facing units

Process Optimization & Documentation:

- Establish and maintain project management standards for different project types (development, analytics, integration, operational)

- Implement project governance frameworks appropriate for technology projects, including change management and risk assessment protocols

- Maintain comprehensive project documentation using enterprise tools and ensure knowledge transfer across teams

- Contribute to the development of reusable project templates and best practices for recurring project types

Quality Assurance & Compliance:

- Ensure all projects meet quality standards, including user acceptance testing, performance benchmarking, and security compliance

- Maintain adherence to PMI standards and Etech's internal project governance policies

- Oversee data privacy and security requirements in analytics and software development projects

- Ensure compliance with industry standards relevant to contact center operations and data analytics

SUPERVISORY RESPONSIBILITIES:

- Directly supervise and mentor project teams including Assistant Project Managers, Project Managers, and coordinate with technical leads, business analysts, and development teams.

REQUIRED QUALIFICATIONS:

Education & Experience:

- Bachelor's or Master's degree in Business Administration, Engineering, Computer Science, Information Technology or equivalent professional experience

- 7+ years of project management experience with at least 3+ years in contact center technology environments

- Proven track record managing software development projects, analytics implementations, and enterprise system integrations

- Experience with telephony systems, speech and text analytics tools, and business intelligence platform implementations preferred

Technical Knowledge:

- Strong understanding of contact center technologies (ACD, IVR, CTI, WFM, QM platforms)

- Experience with analytics platforms and tools (Tableau, Power BI, Python/R, SQL databases) will be an added advantage

- Knowledge of speech and text analytics solutions (NLP, sentiment analysis, voice biometrics)

- Familiarity with software development methodologies (Agile, Scrum, DevOps practices)

- Understanding of API architectures, database design, and system integration patterns

- Experience with cloud platforms (AWS, Azure, Google Cloud) and SaaS implementations

Project Management Skills:

- Proficiency in Project Management Information Systems (MS Project, Project Libre, Jira, Monday.com, Basecamp)

- PMP, Scrum Master, or equivalent project management certification preferred

- Advanced skills in Microsoft Office Suite and project documentation tools

- Experience with change management and risk assessment methodologies

Core Competencies:

- Exceptional verbal and written communication skills with ability to present to C-level executives

- Strong analytical and problem-solving capabilities with data-driven decision-making approach

- Ability to manage multiple complex projects simultaneously in fast-paced environments

- Demonstrated leadership skills with experience building and developing high-performing teams

- Cultural sensitivity and ability to work effectively across global teams and time zones

LANGUAGE SKILLS:

- Ability to read, analyze, and interpret business and technical documents.

- Strong written and verbal communication skills.

- Ability to present to senior leadership and external partners.

MATHEMATICAL SKILLS

- Ability to analyze project data, KPIs, and financial metrics.

- Proficiency in project budgeting and forecasting.

REASONING ABILITY

- Strong judgment and decision-making skills.

- Ability to assess project scenarios, identify root causes, and implement effective solutions