Engagement Manager, SR.

Hi Im Zandile Vanqa your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background.

As a Sr. Engagement Manager you will be responsible for planning executing and implementing multiple complex projects or larger program functions within specified timelines budgets and quality standards. Monitoring broader program objectives goals costs risks and deadlines ensuring issues are mitigated and KPIs and SLAs are met. Also acting as a cross-functional leader coordinating technical and non-technical resources and stakeholders managing resource requests and ensuring effective communication among team members stakeholders and customers.

We are looking for a Senior Engagement Manager who will:

• Develop a deep understanding of the customers expected outcomes and build strong relationships.
• Manage either multiple large high medium complexity projects or a larger function on a larger program or a mid- complex project end to end.
• Create or approve project initiation documents delivery approaches project success criteria and supporting internal program reviews.
• Deliver the project within the allocated and agreed budget scope and time managing risks and issues ensuring quality standards implementing delivery practices and methods facilitating workshops and meetings gathering requirements developing corresponding documentation with the requirements team or individually resolving team conflicts and coordinating integration and dependencies.
• Expected to be closer to technical detail and delivery managing and getting involved in gathering and management of functions/requirements.
• Create and execute communication plans facilitating meetings and forums establishing project infrastructure for information sharing and managing senior level discussions with internal and external stakeholders.
• Create or input into project budget and resource forecasts tracking project delivery to budget and proactively managing issues and changes with the account lead.
• Matrix managing other project managers delivering within the same project or workstream.
• Contribute to the delivery practice or CSG improvement initiatives as well as mentoring and collaborating with less experienced project managers.

Is this opportunity right for you We are looking for candidates who:

• Bachelors Degree/ Prince 2 or PMI PMP certification SAFe RTE SAFe SPC
• Experience supporting enterprise SaaS customers in Healthcare Financial Services Retail and/or Cable & Telco.
• 5 years both PM and delivery management experience with demonstrable experience in leading/guiding teams in a matrix environment.
• Proficiency in English in a business environment.
• Deep understanding of CX principles methodologies and best practices with a focus on driving customer satisfaction and loyalty.
• Excellent communication and interpersonal skills with the ability to build rapport with clients andinternal stakeholders at all levels.
• Strong presentation skills with the ability to clearly convey complex information to diverse audiences.
• Experience with Contact Center operations Telephony Conversational AI andIVR systems a plus.
• Proficiency in project management tools (e.g. Jira ADO Power BI) and methodologies (e.g. Agile Scrum).

Our Guiding Principles

Impact

Always help and empower others whether theyre colleagues or customers. When our employees set their minds to something great things happen.

Integrity

Do whats right for our customers and our people while being authentic. We treat everyone with trust and respectthats just who we are.

Inspiration

Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure.

CSGer Perks & Benefits

• Work from Home in-office or hybrid
• Employee Belonging Groups
• Healthcare: Dental Medical and Vision
• Paid Vacation Volunteer and Holiday Time Off
• And so much more!

Location(s):

Accommodation:

If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process please call us at 1 or email us at CSG provides accommodations for persons with disabilities in employment including during the hiring process and any interview and/or testing processes.

Our Guiding Principles:

Impact: Always help and empower others whether theyre colleagues or customers. When our employees set their minds to something great things happen.

Integrity: Do whats right for our customers and our people while being authentic. We treat everyone with trust and respectthats just who we are.

Inspiration: Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure.

Our Story:

CSG empowers companies to build unforgettable experiences making it easier for people and businesses to connect with use and pay for the services they value most. For over 40 years CSGs technologies and people have helped some of the worlds most recognizable brands solve their toughest business challenges and evolve to meet the demands of todays digital economy.

By channeling the power of all we make ordinary customer and employee experiences extraordinary. Our people CSGers are fearlessly committed and connected high on integrity and low on ego making us the easiest company to do business with and the best place to work. We power a culture of integrity innovation and impact across our locations representing the most authentic version of ourselves to build a better future together. Thats just who we are. Learn more about CSG Inclusion & Impact here.