Senior Project Manager

The Senior Project Manager plays a critical customer-facing leadership role, responsible for creating delivery clarity, stabilizing execution, is responsible for planning, executing, and delivering technical projects related to speech-enabled IVR and voice solutions. The role owns end-to-end project delivery, ensuring commitments are met on time, within scope, and in line with client expectations and organizational goals.

This role blends strong program and project management discipline with hands-on leadership, excellent communication, and the ability to operate independently. The Project Manager establishes structure, manages cross-functional dynamics, and acts as a trusted interface between the client and technical delivery teams. It requires strong technical understanding of CCaaS projects, excellent delivery discipline, and the ability to manage complex, multi-stakeholder environments, including outsourced and distributed teams.

Responsibilities:

• Act as the primary client-facing lead; manage expectations, trust, and communication
• Own end-to-end delivery across the program, maintaining full visibility into technical and business workstreams
• Define and evolve delivery structure, processes, tracking, and reporting
• Coordinate internal teams (architects, engineers, analysts) and align priorities as they change
• Manage risks, dependencies, escalations, and delivery trade-offs
• Establish and maintain delivery structure: planning, tracking, reporting, governance
• Partner with another PM to ensure full role backup and continuity
• Support backlog planning, grooming, and delivery sequencing with Product and Tech leads
• Drive continuous improvement of delivery processes based on client feedback