Technical Project Manager

General Objective: We are seeking a strategic Technical Project Manager (TPM) who brings a deep understanding of the software development lifecycle and the contact center ecosystem.

This role is pivotal in driving our innovation forward by leading a diverse portfolio of AI-based projects and managing development requests for our proprietary and third-party contact center software. You will be the bridge between our clients strategic goals and our technical execution, ensuring seamless project delivery and exceptional client satisfaction.

Job Descriptio

nKey Responsibilities

:Project & Development Managemen

t Independently lead the end-to-end management of multiple high-impact projects, including AI-driven strategies, large-scale software development, and system enhancements for the contact center landscape

. Oversee development requests for our proprietary contact center software as well as other integrated software platforms

. Define project scopes, schedules, budgets, and resources, translating complex business requirements into actionable development roadmaps

. Utilize advanced project tracking tools like JIRA to monitor milestones, manage risks, and report on progress with a high degree of autonomy

.Client Relationship Managemen

t Serve as the primary technical point of contact for senior-level client stakeholders, building robust, trust-based relationships

. Deliver compelling project updates, including reporting status updates on campaign launches and progress

. Conduct strategic requirements-gathering sessions with clients, translating complex needs into detailed project plans

.Technical Leadership & Strateg

y Collaborate closely with and guide development, design, and QA teams to ensure technical deliverables are precisely aligned with business objectives

. Manage and drive end-to-end software development and integration projects, including state-of-the-art API integrations and backend system enhancements

. Oversee IVR-related projects, incorporating AI-driven innovations to optimize processes and enhance customer interactions

.
Qualifications: Educatio

n: A Bachelor's degree in Computer Science, Engineering, or a related technical field is require

d. An advanced degree or relevant certifications (e.g., PMP, Agile, Scrum Master) is a plu

s.
Experien

ce: 5+ years of progressive experience in technical project management with a proven track record of leading complex, high-stakes software projec

ts. Significant experience in the contact center or telecommunications environment, with solid exposure to IVR systems and emerging AI technologies, is requir

ed. Proven success in managing the full lifecycle of large-scale software development and integration projec

ts.
Ski

lls: Technical Expertise: A strong technical background rooted in the software development lifecycle, with deep knowledge of managing software integrations, APIs, and backend syst

ems. Contact Center Technology: Strategic mindset with experience leveraging AI to drive process enhancements and elevate the customer experience within a contact center environm

ent. AI Proficiency: Experienced with various AI tools and possesses an AI-forward thinking mindset to innovate and optimize soluti

ons. Client Communication: Exceptional verbal and written communication skills, with proven confidence in engaging senior-level clie

nts. Project Management: Deep expertise in Agile and other modern project management methodolog

ies. Leadership: Demonstrated ability to mentor and guide teams, fostering a collaborative and innovative work cult

ure.
Key Performance Indicators (K

PIs): On-Time Delivery: Percentage of projects delivered within agreed timel

ines. Client Satisfaction: High client satisfaction and engagement scores through regular feed

back. Budget Adherence: Effective management ensuring projects are delivered within allocated bud

gets. Quality of Deliverables: Superior accuracy and completeness of technical and business documenta

tion. Team Leadership: Positive feedback from team members and measurable improvements in team producti