Principal Project Manager - Contact Center Solutions (Genesys)

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.

The TTEC Digital Genesys Partner Practice of customer experience (CX) designers, consultants, engineers, and data scientists, has been awarded Partner of the Year 14 times, hold over 400 certifications, and possess the expertise and relationships to seamlessly integrate the Genesys platform, applications and components into complex, multi-platform environments, to produce predictable results that fuel the exceptional Customer Experience.

As part of our Project Management Office Center of Excellence, supporting our Consulting Services practices, you will provide program and project management services for the design, deployment, and delivery support of our services and solutions in a client facing environment.  

• Manage the overall delivery relationship with assigned project clients
• Frequent and direct contact with senior level managers, directors and executives to provide technical expertise and project status
• Lead overall implementation of large projects, with team sizes varying from 3 to 25 people [TTEC Digital staff, contractors, client resources and vendors]
• Set up and drive project management functions including a communication plan, meetings, tracking, reporting, escalation processes, functional documentation, and other internal processes
• Deliver weekly status reports and providing project progress and issues to client stakeholders, delivery management and account team
• Ensure client stakeholder alignment and drive overall program customer satisfaction.
• Develop and deliver financial reporting dashboards providing project financial status to client stakeholders
• Identify high-level risks, assumptions, and constraints.  Implement approved actions and workarounds to minimize the impact of risks on the projects assigned, including delivery of change management required to address approved actions.
• Review project invoices for accuracy
• Work with project staff to develop work plans and assign duties, responsibilities to ensure the specified project objectives are met. 
• Coach members of the project teams as needed to optimize the efficiency of the team.
• Manage the project resource plan, project plan and schedule.
• Achieve project goals within designated constraints.
• Perform and support project management duties related to resource utilization and revenue projection.
• Assist in the continuous improvement to the established project management methodologies

• Experience delivering IT and business technology solutions or digital transformation projects.
• Deep knowledge in at least one of these technologies:  Genesys Contact Center, other related contact center hardware and software, CRM, Data & AI
• 5+ years Project Management experience within a professional services or consulting environment.
• Experience leading large enterprise client projects with $100,000 - $2,000,000 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 large projects with multiple workstreams, preferred.
• Experience leading multiple project teams ranging in size from 3 to 25 people
• 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
• CSM, ACP or SAFe Certification desired and required for Hybrid or Agile focused project teams.
• Ability to travel up to 30%

• The anticipated range for individuals expressing interest in this position is $100,000 to $140,000. This position is eligible to participate in an annual incentive program. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels.  
• Benefits available to eligible employees include the following: Medical, dental, vision, tax-advantaged health care accounts, financial and income protection benefits, paid time off (PTO) and wellness time off.

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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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