Senior Project Manager, Technical Solutions

IntouchCX; Cebu City; On-site; PHP 2,000,000 - 3,200,000; Full time

Job summary

IntouchCX is seeking a Senior Project Manager, Technical Solutions to lead complex deployments across CCaaS platforms, CRM systems, and data flows. You will orchestrate engineering, operations, security, and vendor teams to deliver architecture-driven, measurable business outcomes.

You will translate evolving client objectives into concrete technical requirements, manage schedules and resources, and ensure seamless release readiness and post-launch value validation.

Qualifications

• Bachelor’s degree or equivalent practical experience.
• 10 years hands-on experience driving technical implementations or complex solution rollouts involving CCaaS platforms and enterprise CRMs.
• PMI/PMI-ACP/CSM or platform credentials are a plus.
• Proven ability to manage and align diverse, matrixed teams without direct reporting authority.
• Track record of prioritizing business value, customer experience impact, and ROI over rigid checklists.
• Foundational understanding of APIs (REST/JSON), webhooks, data pipelines/mapping, auth protocols, and databases.
• Familiarity with security hygiene and data protection standards for cloud telephony.
• Exceptional presentation and facilitation skills with executive presence.

Responsibilities

• Own end-to-end execution of technical rollouts spanning CCaaS platforms, CRM integrations, and omnichannel routing.
• Bridge and align software engineering, IT/telephony, operations, infosec, client executives, and vendors around milestones and KPIs.
• Identify architectural bottlenecks, API constraints, data governance needs, and security considerations to prevent launch issues.
• Translate client objectives into clear technical requirements, user stories, and acceptance criteria.
• Serve as delivery advisor in discovery sessions, steering committee reviews, and executive readouts.
• Develop and govern delivery schedules, resource allocations, and cross-project dependencies.
• Explore AI-powered tools and intelligent routing to accelerate delivery and enhance design.
• Oversee release readiness, operational transition, and post-launch performance tracking.

Skills

Cross-functional leadership

Delivery management

Problem solving

Security/compliance awareness

Stakeholder management

Architectural thinking

Education

Bachelor’s degree or equivalent practical experience

Tools

Genesys Cloud

NICE

Amazon Connect

Five9

Twilio

Salesforce

Zendesk

Microsoft Dynamics

Job description

About the Job

The Senior Project Manager, Technical Solutions leads the rollout of complex, cross-disciplinary technology solutions across our client accounts. Engagements range from rapid-turnaround system modifications to multi-channel transformations involving Contact Center as a Service (CCaaS) platforms, CRM architectures, and integrated data flows. Operating in a dynamic, evolving environment, this role goes far beyond checking boxes on a static project plan. You will be responsible for orchestrating multiple disciplines (engineering, operations, security, client leadership, and third-party vendors) to drive initiatives from conceptual architecture through sustained operational value.

The ideal candidate pairs consultative leadership and cross-functional orchestration with sound technical and security acumen, ensuring rollouts not only launch smoothly but measurably advance strategic business outcomes.

As Senior Project Manager, Technical Solutions, You Will...

• Own the end-to-end execution of technical rollouts (spanning CCaaS platforms, CRM integrations, and omnichannel routing), continuously measuring delivery against defined business outcomes rather than mere task completion.
• Bridge and align disparate groups—including software engineering, IT/telephony, operations, information security, client executives, and vendor partners—unifying them around common milestones, KPIs, and deliverables.
• Proactively identify architectural bottlenecks, API/integration constraints, data governance requirements, and security/compliance considerations (e.g., PII, PCI-DSS, SOC 2, access controls) to protect rollout integrity and eliminate launch surprises.
• Uncover, scope, and structure deliverables in rapidly evolving scenarios; translate ambiguous client business objectives into clear technical requirements, user stories, and robust acceptance criteria.
• Act as the trusted delivery advisor in discovery sessions, Steering Committee reviews, and executive readouts, balancing client expectations with technical feasibility and business ROI.
• Build and govern realistic delivery schedules, resource allocations, and cross-project dependencies across multiple concurrent initiatives.
• Identify opportunities where AI-powered tools, generative workflows, or intelligent routing can accelerate delivery cycles or enhance the final solution design.
• Oversee Release & Operational Transition, direct release readiness, operational cutover, change enablement, and handoffs to sustainment/support teams, establishing post-launch tracking to validate performance against baseline metrics.

As Senior Project Manager, Technical Solutions, You Need...

• Bachelor's degree in a relevant field, or equivalent practical experience.
• 10 years of hands-on experience driving technical implementations or complex solution rollouts involving CCaaS platforms (e.g., Genesys Cloud, NICE, Amazon Connect, Five9, Twilio) and enterprise CRMs (e.g., Salesforce, Zendesk, Microsoft Dynamics).
• PMP, PMI-ACP, Certified ScrumMaster (CSM), or platform/ecosystem credentials (e.g., Salesforce Certified Administrator, Genesys Cloud Certified Professional, AWS Certified Cloud Practitioner).
• Proven ability to manage and align diverse, matrixed teams (developers, network/telephony engineers, business analysts, frontline operations, and infosec) without direct reporting authority.
• A track record of prioritizing business value, customer experience impact, and ROI over rigid checklist adherence; ability to pivot project scope when business priorities dictate.
• Solid foundational understanding of APIs (REST/JSON), webhooks, data pipelines/mapping, authentication protocols (OAuth, SAML), and database concepts to credibly collaborate with technical architects and spot risks early.
• Familiarity with modern data protection, privacy standards, and security hygiene relevant to cloud telephony and customer data handling.
• Exceptional presentation and facilitation skills with executive presence; comfortable steering challenging conversations and negotiating trade-offs with senior stakeholders.
• Practical understanding of contact center ecosystems, operational KPIs (AHT, FCR, CSAT, SLA, occupancy), and workforce impact.
• Proficiency with collaborative project governance and work-management tools (e.g., Smartsheet, Jira, Google Workspace).
• Experience operating within regulated frameworks such as HIPAA, PCI-DSS, ISO 27001, or SOC 2.