Senior Project Manager

Role overview A customer experience engineering team is hiring a Senior Project Manager to lead end-to-end delivery of cloud-based contact center solutions for enterprise clients. The role is described as technical-light: success depends on project management fundamentals, organization, and confident communication about cloud and contact center concepts rather than hands-on engineering depth. It suits someone who can coordinate cross-functional teams, manage scope and budget, and keep stakeholders aligned across a multi-stage implementation.

Responsibilities - Own end-to-end project management for cloud contact center implementations, from discovery through client handoff. - Build and maintain detailed project plans covering milestones, deliverables, resource allocations, and forecasted budgets. - Act as primary point of contact for the client, facilitating communication among client stakeholders and internal technical teams. - Run regular status meetings and deliver clear, concise progress updates to leadership and clients. - Track scope, schedule, and budget, proactively identifying and mitigating risks and dependencies. - Coordinate the technical implementation work performed by architects and engineers, translating client requirements into clear specifications and tracking testing across functional, performance, and user acceptance phases.

Requirements - Experience with contact center technologies and customer experience solutions. - Hands-on or working exposure to Amazon Connect or similar cloud contact center platforms. - Familiarity with core AWS services such as Lambda, API Gateway, DynamoDB, S3, Kinesis, and CloudFormation. - An AWS Cloud Practitioner, Solutions Architect Associate, or Professional certification. - Familiarity with IVR systems, CTI integrations, and telephony concepts. - Experience with at least one major CRM platform and exposure to AI/ML features such as natural language understanding or speech recognition.

Nice to have - Knowledge of scripting languages (Python or Node.js) and infrastructure-as-code tooling. - Prior contact center operations or customer service experience.

Benefits and work setup - 100% remote work with up to 25% travel depending on business needs. - Medical insurance for the employee and eligible dependents, generous holidays, and flexible paid time off. - Phantom equity, peer bonus awards, paid certification exams, annual learning and development stipend, equipment and office stipend, and an individual professional development plan. - Candidates must have current legal authorization to work in their country; visa sponsorship is not available.