Technical Project Manager | US/EST working hours | Remote

📋 Description

• • Sutherland is seeking a highly motivated and detail-oriented Technical Project Manager to spearhead client launches, a critical function within our dynamic organization. As a core member of our driven team, you will play a pivotal role in ensuring the seamless onboarding of major clients and the successful migration of existing clients to our innovative new products and services. This role demands a robust understanding of infrastructure project management principles and a proven track record in client launch initiatives. If you are passionate about building a rewarding career and possess the requisite skills to drive success, we encourage you to apply.
• • You will be instrumental in overseeing a diverse portfolio of project activities, meticulously managing the intricacies of client onboarding and service migrations. This involves a high degree of organization, facilitation, and leadership to ensure that both customer and Sutherland-generated requirements are not only met but exceeded.
• • A key aspect of this role involves managing procurement processes and utilizing tools such as Ariba. Proficiency in project management and collaboration solutions like Smartsheet (or equivalent) is essential, alongside a working knowledge of SharePoint and Webex for effective communication and documentation.
• • Your technical expertise will be leveraged in areas such as Networking (VPN/Connectivity/Access Control), IVR, Telecom, Dialer, and Recording Technologies, encompassing both vendor and product knowledge.
• • Prior experience within the BPO infrastructure and/or technology operations sector is highly desirable, providing a strong foundation for understanding the unique challenges and opportunities within our industry.
• • A deep understanding of Genesys Platforms or similar contact center technologies is a mandatory requirement, ensuring you can effectively manage and implement solutions critical to our clients' success.
• • Experience in implementing Coral Active or similar universal agent desktop solutions, or a strong background in WebRTC, is preferred, indicating an ability to adapt to evolving agent interface technologies.
• • Familiarity with managing or deploying Cisco UCCE (Unified Contact Center Enterprise) and its associated components is a significant advantage, reflecting expertise in a widely used enterprise contact center solution.
• • Exposure to cloud technologies such as OCI, Azure, Google Cloud, GKE, or similar platforms would be a valuable asset, demonstrating an understanding of modern infrastructure deployment models.
• • Your project management responsibilities will encompass the comprehensive oversight of all project communications, ensuring transparency and alignment across all stakeholders. You will lead and manage IT, Telecom, and Development resources, guiding them to successfully complete voice, omnichannel, and data-based requirements.
• • A critical function will be proactive Risk & Issue Management: identifying potential project risks, assessing their impact, and implementing effective mitigation strategies, while adeptly resolving obstacles as they arise to maintain project momentum.
• • You will be responsible for meticulously documenting and executing specific requirements tied to new product, program, and Line of Business (LOB) launches, as well as managing significant change requests to ensure project scope is controlled and objectives are met.
• • Developing and rigorously testing operational contingency plans for both new and existing programs will be crucial for ensuring business continuity and resilience.
• • You will actively support the business development team by contributing to the growth of existing accounts and playing a key role in closing critical business items, including Statements of Work (SOWs) and Master Service Agreements (MSAs).
• • A paramount objective is to ensure there are zero client escalations, reflecting a commitment to client satisfaction and service excellence.
• • Establishing and maintaining a regular meeting cadence is essential for meeting required due dates and fostering strong collaboration and coordination among project team members. This includes the timely preparation and issuance of meeting minutes.
• • You will be tasked with creating, developing, and assembling presentations as needed to communicate project status, proposals, and outcomes to various audiences.
• • Conducting thorough internet-related client and industry research will inform project strategies and identify opportunities for improvement.
• • Maintaining and publishing project documentation and status reports will ensure all stakeholders are kept informed of progress and any critical updates.
• • In your Professional Services Support capacity, you will manage and support projects on behalf of the IT department, partnering closely with project team members to drive high-quality results and ensure all deliverables meet stringent quality standards before being handed off to Operations and appropriately stored on SharePoint.
• • Your Supervisory Responsibilities will involve identifying specific tasks, requesting necessary resources from various functions for project team assignments, and employing matrix management techniques to ensure the high quality and timely completion of all work within project deadlines.
• • Flexibility to work outside normal hours may be required as dictated by project needs, ensuring project success regardless of the time constraints.
• • You will collaborate with other Project Managers on the strategic migration of our clients to new and improved solutions, sharing best practices and ensuring a unified approach.
• • This role requires the ability to work within US Eastern time hours, typically between 8 AM and 5 PM EST, though actual hours will be adjusted based on specific project, program, or business needs.