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 Description
Key Responsibilities
- Project & Development Management
- 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 Management
- 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 & Strategy
- 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
Education:
- A Bachelor's degree in Computer Science, Engineering, or a related technical field is required.
- A Master's degree in Computer Science, Engineering, Information Technology, Business Administration, or a related field is preferred.
- An advanced degree or relevant certifications, such as PMP, Agile, or Scrum Master, is a plus.
- Experience:
- 7+ years of progressive experience in technical project management with a proven track record of leading complex, high-stakes software projects.
- Significant experience in the contact center or telecommunications environment, with solid exposure to IVR systems and emerging AI technologies, is required.
- Proven success in managing the full lifecycle of large-scale software development and integration projects.
Skills:
- Technical Expertise: A strong technical background rooted in the software development lifecycle, with deep knowledge of managing software integrations, APIs, and backend systems.
- Contact Center Technology: Strategic mindset with experience leveraging AI to drive process enhancements and elevate the customer experience within a contact center environment.
- AI Proficiency: Experienced with various AI tools and possesses an AI-forward thinking mindset to innovate and optimize solutions.
- Client Communication: Exceptional verbal and written communication skills, with proven confidence in engaging senior-level clients.
- Project Management: Deep expertise in Agile and other modern project management methodologies.
- Leadership: Demonstrated ability to mentor and guide teams, fostering a collaborative and innovative work culture.
Key Performance Indicators (KPIs):
- On-Time Delivery: Percentage of projects delivered within agreed timelines.
- Client Satisfaction: High client satisfaction and engagement scores through regular feedback.
- Budget Adherence: Effective management ensuring projects are delivered within allocated budgets.
- Quality of Deliverables: Superior accuracy and completeness of technical and business documentation.
- Team Leadership: Positive feedback from team members and measurable improvements in team productivity.
