Contact Center Technical Project Manager

Zoom; Providence (RI); Remote; USD 97,000 - 226,000; Full time

Job summary

A leading technology company is seeking a Professional Services Project Manager to oversee successful implementations in their Contact Center. The ideal candidate will manage project portfolios, coordinate cross-functional teams, and optimize processes for high-quality outcomes. Applicants should have 6-9 years of experience in managing complex, multi-stakeholder projects, excellent organizational skills, and relevant project management certifications. This position offers a competitive salary range of $97,600 - $225,700, commensurate with experience.

Qualifications

• 6-9 years of experience in leading complex, multi-stakeholder implementations.
• Experience managing deployment projects for contact center technologies.
• Proven experience as a Project Manager in a customer-facing role.

Responsibilities

• Manage complex project portfolios for Zoom Contact Center and related technologies.
• Develop comprehensive project plans and control project boundaries.
• Facilitate executive meetings and reporting on project health and risks.

Skills

Project management

Communication skills

Organizational skills

Attention to detail

Stakeholder management

Education

Project Management certifications (e.g., PMP, PRINCE2)

Tools

Project management tools

Document management tools

Job description

We’re looking for a proactive, detail-oriented Professional Services Project Manager to drive successful Zoom Contact Center and Customer Experience implementations. In this customer-facing role, you'll be the primary liaison between our customers and internal teams, ensuring seamless project execution and high-quality outcomes. Experience with contact center solutions, WFM, QM, AI, and virtual agent technologies is highly valued.

About the Team: In this role, you will be responsible for the overall delivery of new features for Zoom Contact Center. This includes project managing the release plans, diving into the feature technical discussions, and coordinating with product managers, engineers, designers, and operations.

Responsibilities

• Managing complex project portfolios for Zoom Contact Center, Virtual Agent, WFM, QM, and Agent Assist implementations, including resource allocation and capacity planning.
• Developing and maintaining comprehensive project plans with critical path analysis, dependencies, and resource forecasting.
• Implementing formal scope management processes to control project boundaries and manage change requests.
• Serving as a strategic liaison between customer executive teams and Zoom leadership, aligning project objectives with business outcomes.
• Facilitating executive meetings to ensure visibility, accountability, and strategic alignment.
• Developing executive-level reporting and dashboards to communicate project health, risks, and business impact.
• Overseeing resource allocation across multiple work streams, optimizing team utilization and preventing bottlenecks.
• Managing project financials, including budget tracking, forecasting, and variance analysis.

What we’re looking for

• 6-9 years of experience leading complex, multi-stakeholder implementations, including cross-product, high-risk, or high-visibility projects.
• Manage project management, project plan, and document management tools.
• Have hands-on experience managing deployment projects for contact center, workforce management, quality management, and virtual agent technologies.
• Have proven experience as a Project Manager or Coordinator, ideally in a customer-facing role or contractor capacity.
• Track record of improving delivery processes and influencing cross-functional teams.
• Have good organizational skills with exceptional attention to detail.
• Have excellent communication and interpersonal skills to manage diverse stakeholders.
• Have proficiency in project management and document management tools.
• Project Management certifications (e.g., PMP, PRINCE2).

Salary Range: $97,600.00 - $225,700.00. Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.

We are an equal opportunities employer and welcome applications from all qualified candidates. If you require an accommodation during the hiring process, please let us know.