Project Manager

Broadvoice; A distancia; EUR 60.000 - 80.000; Jornada completa

Descripción de la vacante

A forward-thinking tech company is looking for a Project Manager to lead end-to-end CCaaS implementations mainly in Madrid, Spain. This role involves managing the project lifecycle while focusing on enhancing customer experience metrics. Candidates should have 4+ years of relevant project management experience, specifically in CCaaS, Telecom or B2B SaaS projects, and be fluent in English and Spanish. The position supports a remote-first work culture, allowing for a balance between work and personal life.

Servicios

Career growth paths

Learning resources

Mentorship

Remote-first work approach

Work-life harmony

Formación

• 4+ years managing CCaaS, Telecom, or SaaS projects.
• Proven experience with IVR, omnichannel, and quality reporting.
• Comfortable across time zones, with occasional travel.

Responsabilidades

• Own the full project lifecycle from kick-off to stabilization.
• Manage project scope, schedule, risks, and stakeholders.
• Ensure customer readiness through training and follow-up.

Conocimientos

Managing CCaaS/Telecom projects

Hands-on with IVR/ACD

Integration experience

Fluent in English and Spanish

Strong documentation skills

Descripción del empleo

At Broadvoice | GoContact, we believe that exceptional customer experience is the cornerstone of business success. Our AI-powered contact center and communications solutions are designed to help mid‑market businesses simplify service, enhance satisfaction, and swiftly resolve issues.

Our holistic approach to CX sets us apart in the market. We don’t just provide software. We offer a proven CX framework backed by hands‑on support. And our platform was built to be easy to deploy, intuitive to use, and scalable without chaos.

Every role in our company contributes to our mission of providing and creating exceptional experiences. Whether you’re in product, sales, support, marketing, or operations, your work directly impacts our customers and, by extension, their customers. Collaboration, innovation, and a shared commitment to excellence define our culture.

POSITION SUMMARY

We’re hiring a Project Manager to lead end‑to‑end CCaaS implementations, mainly in Spain but also across LATAM and the EU. You will drive on‑time, in‑scope delivery while enhancing customer experience and Service Delivery KPIs (time‑to‑value, CSAT/NPS).

KEY RESPONSIBILITIES

• Own the full project lifecycle: kick‑off, planning, execution, testing, go‑live, and stabilization.
• Manage scope, schedule, risks, and stakeholders; maintain plans and executive reporting.
• Experience with IVR/ACD, routing, reporting, QA, and vendors/integrators.
• Orchestrate integrations (CRM, bots/GOAI, APIs).
• Ensure customer readiness (training, UAT) and post go‑live follow‑up.
• Track and communicate KPIs: CSAT/NPS, time‑to‑go‑live, time‑to‑value, adoption/licenses, and risk status.
• Lead continuous improvement and cross‑country learning.

QUALIFICATIONS

• 4+ years managing CCaaS/Telecom/Contact Center or B2B SaaS projects or proven equivalent experience on the above‑mentioned areas.
• Hands‑on with IVR/ACD, omnichannel, reporting & quality.
• Integration experience (CRM, ticketing, bots, APIs).
• Fluent English & Spanish; strong documentation and workshop facilitation.
• Comfortable working across time zones; occasional travel if needed.

WHY BROADVOICE

🚀 Grow Your Career

Whether you’re interested in advancing technical skills, developing leadership acumen, or exploring new areas, we support your career journey with clear growth paths, access to learning resources, and mentorship.

We know life happens outside of work. Our remote‑first approach and focus on work‑life harmony let you thrive in all areas of your life.

🤝 Community & Culture

Be part of a team that values diversity, inclusion, and a sense of belonging—where your contributions make a real difference.

🌟 Make an Impact

With us, your ideas are heard, and your work is meaningful. As a member of our team, you’ll play a central role in building a more reliable and process‑oriented infrastructure for Broadvoice’s future.

Are you ready to join a passionate and talented team to build the future of Broadvoice?

If you’re a strategic thinker, collaborative, and have a talent for driving impactful results, we’d love to meet you! Apply now to become part of a forward‑thinking company that’s growing and empowering its people across all roles and departments.

Operations/COGS

Remote (Madrid, Community of Madrid, ES)