Senior Project Manager, Contact Center

Role Overview

• Provide end-to-end ownership of all project phases including requirements validation, detailed planning, solution design coordination, build, testing, deployment, stabilization, and formal project closeout.
• Develop, maintain, and actively manage integrated project plans, including work breakdown structures, critical path analysis, milestones, dependencies, and deliverables.
• Enforce project governance standards to ensure projects are delivered on time, within approved budget, and in alignment with contractual commitments.
• Own project financial performance, including revenue recognition alignment, cost tracking, billable utilization, and gross margin targets.
• Monitor and control project labor, materials, and third-party costs; provide accurate forecasting, variance analysis, and financial reporting.
• Partner with accounting and operations teams to ensure accurate project billing, cost allocation, and compliance with internal financial controls.
• Lead cross-functional project teams consisting of Presidio engineering resources, solution architects, third-party vendors, and subcontractors.
• Perform proactive resource planning in coordination with delivery leadership to ensure appropriate staffing, skills alignment, and capacity availability.
• Act as the primary point of contact for customers, executive sponsors, internal leadership, and vendor partners throughout the project lifecycle.
• Identify, document, and manage project risks, issues, and mitigation strategies; escalate appropriately with clear impact analysis and recommended actions.
• Lead formal change management processes, including scope change assessment, pricing impacts, schedule adjustments, and customer approvals.
• Ensure all deliverables meet Presidio quality standards, contractual requirements, and customer expectations prior to acceptance.
• Drive clear, consistent, and professional communication through status reports, steering meetings, and executive briefings.
• Proactively address client concerns, manage expectations, and resolve delivery challenges to maintain trust and long-term customer relationships.
• Represent Presidio as a trusted advisor, reinforcing a consultative delivery approach that supports repeat business and account growth.
• Maintain working knowledge and experience with enterprise contact center and collaboration platforms to effectively manage solution delivery, risks, and dependencies.

Requirements

• Bachelor’s degree or equivalent professional or military experience.
• 7+ years of hands-on experience as a Senior Project Manager delivering complex, customer-facing technology implementation projects within a VAR, systems integrator, or professional services environment.
• Demonstrated experience managing Contact Center and Unified Communications solutions, including cloud, hybrid, and on-prem deployments.
• Proven ability to manage project financials, including margin, utilization, cost controls, and revenue alignment.
• Strong command of formal project management methodologies, documentation, and governance practices.
• Advanced proficiency with Microsoft Project for scheduling, dependency management, and critical path analysis.
• PMP, Agile, or equivalent project management certification preferred

Tech Stack

• Cloud
• PMP

Benefits

• Remote work options