Bridgepointe Technologies

Compensation

Full Description

Position Summary: We are seeking an experienced and strategic Senior Project Manager to lead enterprise-scale CCaaS (Contact Center as a Service) implementation projects across global clients. This role is responsible for overseeing the full project lifecycle—from discovery and planning to deployment and post-go-live support—ensuring successful delivery of cloud contact center solutions that drive transformative business outcomes. You will work closely with technical teams, executive stakeholders, and third-party partners, leveraging industry-standard implementation methodologies and best practices to manage risk, control scope, and exceed customer expectations. Key Responsibilities: • Lead complex CCaaS implementation projects for large enterprise clients across multiple geographies and business units. • Develop and manage project plans, timelines, resource allocations, budgets, and risk registers, ensuring on-time and in-scope delivery. • Serve as the primary point of contact for clients, managing stakeholder expectations and facilitating communication across cross-functional teams. • Apply structured CCaaS implementation methodologies to drive repeatable, scalable project delivery (e.g., discovery, design, build, test, deploy, and hypercare). • Coordinate and collaborate with solution architects, engineers, consultants, vendors, and third-party system integrators. • Drive executive-level reporting, status meetings, steering committees, and project escalations. • Ensure alignment with compliance, data security, privacy, and regulatory standards in global deployments. • Manage change control processes, scope adjustments, and resource prioritization in dynamic environments. • Conduct post-implementation reviews and lessons learned to continuously improve practices. Required Qualifications: • 7–10+ years of project management experience, including 3+ years specifically managing CCaaS or contact center technology implementations (e.g., NICE CXone, Genesys Cloud, Five9, Talkdesk). • Proven experience leading enterprise/global projects involving multiple stakeholders, remote teams, and multi-phased rollouts. • Strong knowledge of cloud contact center technology, telephony, CRM integration, and digital customer engagement strategies. • Experience with agile, hybrid, or waterfall methodologies and use of standard PM tools (e.g., MS Project, Smartsheet, Jira, Confluence). • Excellent communication and leadership skills, including executive presence and conflict resolution abilities. • Demonstrated ability to manage complex schedules, budgets over $1M+, and delivery teams in multiple time zones. • PMP, PMI-ACP, or PRINCE2 certification required. Preferred Skills: • Experience with global compliance and regulations (e.g., GDPR, PCI-DSS, HIPAA). • Familiarity with NICE CXone, Salesforce, ServiceNow, or other enterprise CX platforms. • Knowledge of change management and user adoption strategies in enterprise settings. • Background in consulting, systems integration, or enterprise IT delivery environments. BENEFITS • Company subsidized Medical, Dental, and Vision Care benefits • HSA Plan • Short-term and Long-term Disability • Company-paid AD&D and Life Insurance • Competitive Pay • 401k plan • Unlimited PTO • Flexible and innovative work environment Bridgepointe Technologies, LLC is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. For more information, please send an email to joinBPT@bpt3.net, or visit https://www.bridgepointetechnologies.com/ to learn more about Bridgepointe.