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Senior Project manager (Contact Centers)

CEDENT

Chicago, IL

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JOB DETAILS
SKILLS
Agile Programming Methodologies, Aviation Industry, Budget Management, Call Center Management, Call Center Operations, Call Centers, Cisco Network Systems, Finance, Forecasting, Kanban, Leadership, Multitasking, Project/Program Management, Requirements Management, Resource Management, Salesforce.com, Scrum Project Management and Software Development, System Integration (SI), Technical Leadership, Time Management, Waterfall Model of Software Development
LOCATION
Chicago, IL
POSTED
30+ days ago
Senior Project Manager
Day- to-Day:
 
  • Lead and manage the execution of the contact center transformation initiative, ensuring alignment with business goals and technical requirements.
  • Act as the primary point of contact for all project-related communication, coordinating with internal and external stakeholders, including executive leadership.
  • Drive decisions on the best approach for integrating new systems and optimizing contact center infrastructure and operations.
  • Develop and deliver high-quality presentations to senior executives using master templates, providing updates on project progress, risks, and key decisions.
  • Collaborate with the PMO and finance teams to track budgets, allocate resources, and forecast project-related expenses.
  • Translate business requirements into actionable tasks for the technical team, ensuring timely and effective solution delivery.
  • Manage multiple concurrent projects, balancing competing priorities and ensuring deadlines are met in a high-pressure, fast-paced environment.

Must-Have Skills:
  • 7+ years of experience in project management, with a minimum of 3 years in a senior leadership role.
  • Proven track record of managing technical projects for contact centers with a strong understanding of contact center technology stacks, ideally involving Salesforce, Cisco Dynamics, or similar platforms.
  • In-depth experience with Agile methodologies (Scrum, Kanban, etc.) and a demonstrated ability to lead projects in an Agile and Waterfall environment.
  • Solid experience in managing large-scale, multi-faceted projects with multiple stakeholders, ensuring alignment across teams and departments.
  • Experience creating executive-level presentations using master templates, ensuring consistent formatting, clarity, and professionalism.
 Bonus Skills:
  • Experience with contact center transformation projects is highly preferred.
  • Airline industry experience is a plus but not required.

About the Company

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CEDENT

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