NICE CXone Technical Project Manager

TTEC Digital; United States; Hybrid; USD 90,000 - 140,000; Full time

Job summary

TTEC Digital is seeking a Technical Project Manager to lead delivery of NICE CCaaS projects in a client-facing environment. You will manage scope, timelines, risks and budgets while coordinating cross-functional teams of 3–10 people.

Candidates should have 5+ years in PM within consulting, strong knowledge of NICE CXone or similar platforms, and experience with waterfall, agile or hybrid methods, plus travel up to 30%.

Qualifications

• Experience delivering digital transformation projects.
• Deep knowledge in NICE CXone, Genesys Cloud, Five9 or Amazon Connect.
• 5+ years in Project/Program Management in a consulting environment.
• Experience leading large enterprise client projects with substantial consulting services.
• Experience with multiple implementation methodologies (waterfall, agile/scrum, hybrid).
• Experience leading a program with multiple projects/workstreams preferred.
• Excellent written and verbal communication, listening skills.
• Strong organizational and planning abilities.
• Attention to detail and relationship-building with stakeholders.
• PMP or similar certification strongly preferred.
• Ability to travel up to 30%.

Responsibilities

• Manage the overall delivery relationship with assigned clients.
• Provide technical expertise and project status updates to leadership.
• Lead implementation of client projects with teams of 3–10 people.
• Facilitate PM tasks including communication plans, meetings, tracking, and reporting.
• Deliver weekly status reports and communicate progress and issues to stakeholders.
• Identify risks and constraints; implement actions to minimize impact.
• Review project invoices for accuracy.
• Develop work plans and assign duties to meet objectives.
• Collaborate to enhance CXone Studio software; code and test projects.

Skills

Project management

Digital transformation

Stakeholder management

PMP

Agile

Waterfall

Hybrid methodologies

Travel availability

Tools

CXone Studio

Job description

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

As a Technical Project Manager within our NICE practice, you will provide project management services for the design, deployment, and delivery support of our NICE CCaaS services and solutions in a client facing environment. This position is the perfect blend for someone that has hands-on technical experience with the NICE CXOne solution that can lead and manage client projects

What You’ll Be Doing:

• Manage the overall delivery relationship with assigned clients
• Frequent and direct contact with leadership to provide technical expertise and project status updates
• Lead the overall implementation of client projects, with team sizes varying from 3 to 10 people (TTEC Digital staff, client resources and vendors)
• Facilitate project management tasks including communication plan, meetings, tracking, reporting, escalation processes, functional documentation, and other internal processes
• Deliver weekly status reports and provide project progress and issues to client stakeholders, delivery management and account team
• Identify high-level risks, assumptions, and constraints. Implement approved actions and workarounds to minimize the impact of risks on the project/program, including delivery of change management required to address approved actions.
• Review project invoices for accuracy
• Develop work plans and assign duties, responsibilities to ensure the specified project objectives are met
• Work as a member of the TTEC Digital project team to enhance and improve software written in CXone Studio
• Code and test projects.
• Attend meetings and training as required.

What You’ll Bring to the Role:

• Experience delivering digital transformation projects.
• Deep knowledge in at least one of these technologies: NICE CXone, Genesys Cloud, Five9, Amazon Connect
• 5+ years experience in Project / Program Management within a consulting environment
• Experience leading large enterprise client projects with $20,000 - $250,000 in consulting services, including executive level sponsorship and reporting requirements.
• Experience managing projects following multiple implementation methodologies, including waterfall, agile/scrum and hybrid methodology run projects.
• Experience leading a program with multiple projects and workstreams preferred.
• Superb written and verbal communication and listening skills
• Excellent organizational and planning skills
• Keen attention to detail
• Ability to build relationships, collaborate, problem solve, negotiate, drive and persuade, while maintaining positive relationships with client stakeholders, internal stakeholders and partners, project team members and 3rd party partners.
• PMP or other Project Management Certification strongly preferred
• Ability to travel up to 30%

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About Us

TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.

We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.

TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.

Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.

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