Senior Project Manager
This is a fully remote role.
Why We’re Different:
Acliviti doesn’t just advise clients - we co-create their vision, align internal teams, and help them stay ahead of what’s next. We are a vendor-neutral consultancy that helps enterprise organizations define strategy, lead execution, and provide ongoing support - all while aligning stakeholders and delivering outcomes that matter.
We Are:
- Experts in customer experience delivering operational and technical transformation
- Strategic partners who stay engaged before, during, and after implementation to ensure objectives are achieved
- Boardroom translators - connecting CX vision, technical platforms, and financial value
- Outcome-driven professionals who know 95% of spend is on human capital, not just tech
- Remote-first and cross-functional, with deep expertise across industries
Our Clients Are:
- Enterprise organizations modernizing their customer engagement ecosystem
- CX, IT, Operations, and Finance leaders seeking true stakeholder alignment
- Teams navigating complex transformation programs with high visibility and high stakes
- Businesses who need business cases, vendor guidance, and enterprise-class execution
- Companies looking to optimize revenue & cost models, reduce friction, and drive customer growth
How We Solve:
We lead clients through a continuous improvement cycle with three integrated service areas:
Strategy: We help clients define where they’re going - and how to get there.
- Customer Experience Design
- Performance Optimization
- Transformation Capabilities
Execution: We lead execution across people, platforms, and processes.
- Technical Platform & Capabilities
- Operational Management
- Data & Analytics
Managed Solutions & Support: We stay engaged post-launch to ensure long-term success.
- Operational & Technical Oversight
- Outcome & Expense Management
- Artificial Intelligence & Data Segmentation
Role Overview:
The Sr. Project Manager is responsible for leading successful delivery of complex Contact Center as a Service (CCaaS) transformation projects for enterprise and mid-market clients. This role oversees multiple workstreams including architecture, engineering, integrations and operational readiness
Our Senior Project Manager Will:
LMA (Lead – Manage – Accountability)
- Own end-to-end delivery of large-scale transformation programs from mobilization through deployment, ensuring accountability for scope, timeline, budget, and outcomes
- Lead cross-functional teams, providing alignment, prioritization, execution discipline, and performance oversight
- Establish clear responsibilities and expectations across all stakeholders
- Drive a culture of accountability, transparency, and continuous improvement
Lead Program Governance & Project Workstreams
- Establish and enforce governance standards, including executive steering committees, risk reviews and delivery meeting cadences, including status reporting, and project documentation
- Ensure all meetings are followed by clear meeting recaps, documenting any risks/decisions and impacts to project timelines.
- Maintain updated RAID logs, program pulse, and tracking tools
- Oversee multiple workstreams, ensuring alignment to program objectives and timelines
- Identify risks, dependencies, and issues early to drive mitigations plans and escalate as needed and updated and tracked in project tools
- Ensure the accuracy of company revenue realization by managing billing milestones with both clients and vendors
- Ensure the accuracy of project resources by managing the project plan and forecasted hours per resource against the assumed project timelines
Lead Leadership & SteerCo Relationships
- Act as a primary interface for client stakeholders and executive leadership
- Lead meetings with clear and concise executive level updates
- Translate complex technical and operational topics into actionable business insights
- Partner with Sales to support ongoing and future client opportunities
Build Program Plan& Level of Effort (LoE)
- Develop and maintain detailed program plans, including timelines, milestones, dependencies and resource forecast/allocation
- Ensure project plans are accurately forecasted and updated weekly
- Proactively manage resource planning across multiple projects, ensuring visibility into demand and capacity
- Drive short-term planning discipline by reviewing and aligning 2–6-week sprint planning across delivery teams
- Ensure projects plans are updated weekly to support accurate weekly reporting and forecasting projections
- Support and manage Level of Effort estimates and support SOW development
Lead CSAT Milestones & Results
- Own CSAT throughout the program lifecycle
- Identify and track key customer KPIs and metrics that inform stakeholders and identify actionable insights that drive rapid decision making
- Monitor delivery health and proactively address gaps
- Lead post-go-live reviews to ensure continued value realization
- Ensure consistent delivery of high-quality outcomes
Our ideal candidate will:
- Have 5-7 years of experience in project/program management and customer facing work in the (CCaaS) digital transformation space
- Have a Bachelor's Degree or higher
- Be comfortable in all stages of a contact center & digital transformation project, from evaluating vendors, implementing new technology, customer roadmap discussions, and post go-live support
- Demonstrate excellent verbal and written communication skills with the ability to translate complex findings to non-technical audiences
- Prove to be highly motivated, with demonstrated success leading cross-functional project teams
- Have functional knowledge of technical platforms such as Salesforce and Smartsheet
- Be proficient in Microsoft product suite
- Have the ability to manage budgets for transformational programs related to projects/workstreams
- Have experience owning and managing individual and team tasks, deliverables
Preferred Qualifications:
- Have a Project Management Certification (PMI, PMP), Agile (PMI-ACP), Scrum Master (CSM) or related certifications
- Experience with NICE CXone , Genesys Cloud, other cloud telephony platforms a plus
- A strong background and understanding of contact center technology and industry-leading CCaaS solutions, and must be able to articulate their technical differences and business value to a wide range of audiences
- Experience in CCaaS software design, documenting and implementing enterprise-level clientele
You will love our culture if you are:
- An ambitious intrapreneur who loves building new things.
- Someone that loves technology, process as well as numbers – and all the space in between – to figure out the right balance of features, functionality, and affordability for each client
- Comfortable communicating through a variety of mediums with many different audiences and objectives
- Great at anticipating and solving problems – individually, internally, and for our clients
- An organized self-starter who is always eager to learn something new
- Comfortable adapting to new situations and solving new problems with the pace and occasional ambiguity that occurs in high-growth businesses
- A positive force who enjoys working closely with new people and exploring new ideas
- Driven by seeing your work have a direct impact
ACG has a competitive benefits package including:
- 100% coverage of employee health care, vision, and dental insurance
- HSA & FSA plans available
- Disability & Voluntary Benefits available
- 401(k) plan with a 4% employer match
- Generous variable comp opportunity
- Work-from-home monthly incentive
- Inclusive remote working environments