Project Manager – Call Center Transformation

Job Description:
We are looking for an experienced Project Manager to lead and coordinate the delivery of a call center transformation initiative centered on the implementation of the NICE CXone platform and its integration with Salesforce and Snowflake to support a unified customer experience and enterprise analytics capabilities. The ideal candidate will have strong experience managing large-scale transformation programs, complex system integrations, and cross-functional delivery across business, technology, vendor, and third-party teams. Experience with the NICE CXone platform is strongly preferred.

Key Responsibilities

· Lead end-to-end delivery of the call center transformation program, ensuring alignment with scope, schedule, budget, and quality objectives.

· Drive overall program governance, including detailed project planning, milestone tracking, risk management, issue management, and status reporting.

· Coordinate delivery across client teams, vendors, implementation partners, and third-party stakeholders.

· Manage integration dependencies between NICE CXone, Salesforce Service Cloud, on-prem services, and Snowflake data pipelines.

· Ensure all workstreams align with defined architecture, data models, technical design, and business requirements.

· Maintain integrated project plans and track progress across multiple cross-functional workstreams.

· Provide regular executive-level reporting on project status, milestones, risks, dependencies, and decisions required.

· Proactively identify, assess, and mitigate risks to project scope, schedule, quality, and delivery outcomes.

· Facilitate communication and collaboration across business, technology, operations, and data teams.

· Support governance forums, steering committees, and decision-making processes throughout the program lifecycle.

· Ensure project execution follows enterprise delivery standards, controls, and governance frameworks.

· Drive accountability across teams to ensure timely completion of deliverables and successful program execution.

Required Skills

· Strong experience in project management for large-scale enterprise transformation programs.

· Proven experience delivering contact center, customer experience, or CX platform transformation initiatives.

· Experience managing SaaS implementations and complex system integrations.

· Strong understanding of integration coordination across platforms such as NICE CXone, Salesforce Service Cloud, on-prem applications, and Snowflake.

· Expertise in project planning, milestone tracking, RAID management, stakeholder communication, and executive reporting.

· Ability to manage cross-functional teams and coordinate activities across business, technology, and external partners.

· Strong risk management and problem-solving capabilities.

· Excellent communication, leadership, and stakeholder management skills.

· Ability to operate within a governed enterprise delivery framework.

Preferred Skills

· Direct experience with the NICE CXone platform.

· Familiarity with Salesforce Service Cloud integrations.

· Experience working with Snowflake and enterprise analytics-related data integrations.

· Exposure to call center modernization, customer service transformation, or omnichannel platform implementations.

· Understanding of enterprise architecture, data models, and integration dependencies in transformation programs.

Qualifications

· Bachelor’s degree in Business, Information Technology, Computer Science, or a related field.

· Significant experience managing enterprise programs or transformation projects.

· Demonstrated success in coordinating large, multi-vendor, cross-functional delivery initiatives.

· Experience in regulated or highly governed enterprise delivery environments is a plus.

Ideal Candidate

· Has hands-on experience managing NICE CXone-related transformation programs.

· Can confidently lead executive reporting, governance, and cross-team coordination.

· Understands how to manage both business and technical dependencies in a complex integration landscape.

· Brings a structured, proactive, and delivery-focused approach to large transformation initiatives.