Client Launch | Project Manager | Remote

Sofia - Bulgaria

Monthly Salary: Not Disclosed

Posted on: 19 hours ago

Vacancies: 1 Vacancy

Job Summary

Sutherland is seeking an attentive and goal-oriented professional to join us as a Technical Project Manager for client launches. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have strong infrastructure project management skills and the client launch experience to help us succeed we want to work with you!

KEY RESPONSIBILITIES & DESIRED SKILLS

MUST be able to work within US Eastern time hours typically between 8AM to 5PM though actual hours will depend on project program or business needs
Oversee multiple project activities associated with the onboarding of major clients and migrating existing clients to new products and services
The necessary organization facilitation and leadership attributes to successfully satisfy customer and Sutherland-generated requirements
Familiarity with managing procurement and tools such as Ariba
Use of Project Management and collaboration solutions such as Smartsheet (or equivalent) A working knowledge of SharePoint & Webex
Skilled in Networking (VPN/Connectivity/Access Control) IVR Telecom Dialer Recording Technologies (vendors & products)

Prior experience in the BPO infrastructure and/or technology operations preferred
Knowledge of Genesys Platforms or similar technologies is a must
Experience implementing Coral Active or similar universal agent desktop solutions or WebRTC experience preferred
Experienced with / knowledgeable about managing or deploying Cisco UCCE (Unified Contact Center Enterprise) and UCCE components preferred
Experience with OCI Azure Google Cloud GKE or similar technologies would be an asset

Project Management Responsibilities:

Oversee all communications throughout each project
Manage IT Telecom and Development resources to complete voice omnichannel and data-based requirements
Risk & Issue Management: Identify assess and mitigate project risks resolving obstacles as they arise.
Document and execute upon specific requirements associated with new product program/LOB launches; manage major change requests
Develop and test operational contingency plans for new and existing programs
Assist the business development team in growing existing accounts and in closing critical business items such as statements of work and master service agreements
Ensure there are zero client escalations
Be able to establish cadence for regular meetings to meet required due dates and to maintain strong collaboration and coordination across project team members supported by preparing and issuing Meeting minutes in a timely manner
Create develop and assemble presentations as needed
Perform internet-related client and industry research
Maintain and publish

Professional Services Support Responsibilities:

Support and manage projects on behalf of IT
Partner closely with project team members to drive quality results and deliverables
Ensure all required deliverables are of high quality and completed to support hand off to Operations and stored appropriately on SharePoint

Supervisory Responsibilities:

Identify tasks and request resources from functions to be assigned to project team then work in matrix management to ensure completed work is of high quality and within project deadlines.
Working outside normal hours may be required as project needs dictate
Partner with other Project Managers on migrating our clients to new solutions

Qualifications :

QUALIFICATIONS

Bachelors degree is required. Masters degree preferred.
5-10 years of technical-based project management experience specifically performing client launch type work within a BPO environment/industry
Excellent client-facing and interpersonal skills
PMI membership and PMP Certification is preferred
Fluent in English both written and spoken

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Remote Work :

Yes

Employment Type :

Full-time

Sutherland is seeking an attentive and goal-oriented professional to join us as a Technical Project Manager for client launches. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have strong infrastructure project managemen...

KEY RESPONSIBILITIES & DESIRED SKILLS

MUST be able to work within US Eastern time hours typically between 8AM to 5PM though actual hours will depend on project program or business needs
Oversee multiple project activities associated with the onboarding of major clients and migrating existing clients to new products and services
The necessary organization facilitation and leadership attributes to successfully satisfy customer and Sutherland-generated requirements
Familiarity with managing procurement and tools such as Ariba
Use of Project Management and collaboration solutions such as Smartsheet (or equivalent) A working knowledge of SharePoint & Webex
Skilled in Networking (VPN/Connectivity/Access Control) IVR Telecom Dialer Recording Technologies (vendors & products)

Prior experience in the BPO infrastructure and/or technology operations preferred
Knowledge of Genesys Platforms or similar technologies is a must
Experience implementing Coral Active or similar universal agent desktop solutions or WebRTC experience preferred
Experienced with / knowledgeable about managing or deploying Cisco UCCE (Unified Contact Center Enterprise) and UCCE components preferred
Experience with OCI Azure Google Cloud GKE or similar technologies would be an asset

Project Management Responsibilities:

Oversee all communications throughout each project
Manage IT Telecom and Development resources to complete voice omnichannel and data-based requirements
Risk & Issue Management: Identify assess and mitigate project risks resolving obstacles as they arise.
Document and execute upon specific requirements associated with new product program/LOB launches; manage major change requests
Develop and test operational contingency plans for new and existing programs
Assist the business development team in growing existing accounts and in closing critical business items such as statements of work and master service agreements
Ensure there are zero client escalations
Be able to establish cadence for regular meetings to meet required due dates and to maintain strong collaboration and coordination across project team members supported by preparing and issuing Meeting minutes in a timely manner
Create develop and assemble presentations as needed
Perform internet-related client and industry research
Maintain and publish

Professional Services Support Responsibilities:

Support and manage projects on behalf of IT
Partner closely with project team members to drive quality results and deliverables
Ensure all required deliverables are of high quality and completed to support hand off to Operations and stored appropriately on SharePoint

Supervisory Responsibilities:

Identify tasks and request resources from functions to be assigned to project team then work in matrix management to ensure completed work is of high quality and within project deadlines.
Working outside normal hours may be required as project needs dictate
Partner with other Project Managers on migrating our clients to new solutions

Qualifications :

QUALIFICATIONS

Bachelors degree is required. Masters degree preferred.
5-10 years of technical-based project management experience specifically performing client launch type work within a BPO environment/industry
Excellent client-facing and interpersonal skills
PMI membership and PMP Certification is preferred
Fluent in English both written and spoken

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Remote Work :

Yes

Employment Type :

Full-time

Key Skills

Customer Service
Client Expectations
Client Requirements
Client Support
Action Plans
Issue Resolution
Account Management
Client Relationships
Service Delivery
Client Service
Client Satisfaction
Client Management
Procedures
Service Level Agreements
New Clients

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About Company

Sutherland

Sutherland is seeking an organized and reliable person to join us as Admin Specialist. We are a group of driven and supportive individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you ... View more

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