Senior Project Manager

Indotronix International Corporation; Columbus (OH); On-site; USD 120,000 - 180,000; Full time

Job summary

Indotronix International seeks an experienced Senior IT Project Manager to lead the day-to-day delivery of the Genesys Cloud CX migration and contact center reporting initiatives. You will build and manage an integrated plan across client teams and Genesys delivery partners, plan waves and cutovers around call volume, and keep scope, schedule, budget, risks, and decisions visible to leadership.

The role requires leading multi-team efforts, prioritizing minimal operational disruption, and

Qualifications

• Bachelor's degree in information systems, business, engineering, or related field or equivalent experience.
• 8+ years of IT project management experience leading large, multi-team technology implementations.
• Experience delivering contact center technology projects including routing, IVR, telephony, or reporting.
• Experience managing vendors and systems integrators, including tracking deliverables and acceptance.
• Experience planning platform migrations or cutovers with minimal disruption to operations.
• Strong leadership, communication, and status reporting skills with both business and technical audiences.

Responsibilities

• Lead day-to-day delivery of Genesys Cloud CX migration and contact center reporting.
• Build and manage integrated migration plan across Client teams and Genesys delivery teams.
• Plan migration waves and cutovers around call volume and service levels with operations partners.
• Manage risks, issues, changes, and decisions; escalate early if risk increases.
• Coordinate requirements, build, testing, and readiness activities across teams.
• Track vendor deliverables and acceptance with procurement and CX Systems leads.
• Run governance and reporting for leadership and stakeholders.
• Prepare updates on progress, risks, and decisions for Technology and Customer Operations leaders.

Skills

Project management

Leadership

Vendor coordination

Risk management

Stakeholder communication

Planning

Education

Bachelor's degree or equivalent

Tools

Genesys Cloud CX

PM tools

Job description

Duration: 12+ Months (Contract to hire) W2

Description: Job Summary

• Responsible for planning and delivering Customer Experience Systems initiatives on time, within budget, and with minimal disruption to customers and the contact center.
• Leads integrated planning, scheduling, risk and issue management, vendor coordination, and status reporting across Client teams and delivery partners.
• Keeps leaders informed and decisions moving so complex, multi-team efforts land successfully.
• Decisions are guided by policies, procedures, business plans, and enterprise project management standards.

Job Description

• The Senior IT Project Manager leads day-to-day delivery of the Genesys Cloud CX migration, including the move of contact center reporting.
• The role builds and manages the integrated plan across Client teams and Genesys delivery teams, plans migration waves and cutovers around call volume and service levels, and keeps scope, schedule, budget, risks, and decisions visible to leadership.

Essential Job Functions & Tasks:

• Build and manage the integrated migration plan, including scope, milestones, dependencies, resources, and budget across Client teams and Genesys delivery teams.
• Plan migration waves and cutovers around call volume, service levels, and operational commitments in partnership with Contact Center Operations.
• Lead risk, issue, change, and decision management, and elevate early when schedule, scope, or quality is at risk.
• Coordinate requirements, build, testing, and readiness activities so they stay in sync across teams.
• Track vendor deliverables, milestones, and acceptance in partnership with procurement and Customer Experience Systems leads.
• Contact Center Reporting Migration
• Plan and track the migration of contact center reports and dashboards, including dependencies on data and reporting teams.
• Coordinate reporting cutover and legacy report retirement so leaders keep the visibility they need.

Governance and Communication

• Run project governance, working sessions, and status reporting for leadership and stakeholders.
• Maintain clear records of decisions, risks, actions, and changes.
• Prepare concise updates on progress, risks, and needed decisions for Technology and Customer Operations leaders.
• Support planning, sequencing, and estimating for future Customer Experience Systems initiatives.
• Establish reusable delivery practices, plan templates, and lessons learned that speed up future efforts.
• Support planning and coordination of AI-enabled initiatives that connect to the contact center, including pilots and production rollouts.
• Manage cross-team dependencies between contact center platforms and Gigawatt teams.

Qualifications Required:

• Bachelor's degree in information systems, business, engineering, or a related field, or an equivalent combination of education and experience.
• 8 or more years of IT project management experience, including leading large, multi-team technology implementations.
• Experience delivering contact center technology projects, including routing, IVR, telephony, or reporting.
• Experience managing vendors and systems integrators, including tracking deliverables and acceptance.
• Experience planning platform migrations or cutovers with minimal disruption to operations.
• Strong leadership, communication, and status reporting skills with both business and technical audiences.

Preferred

• Experience delivering a Genesys Cloud CX or other enterprise CCaaS migration.
• Experience with AI, analytics, or self-service initiatives in a contact center.
• Experience in a regulated industry, preferably electric utility or energy.
• PMP, PgMP, Agile, SAFe, or related project management certification.