Senior Project Manager

Concentrix is a global technology and services leader that powers the world’s best brands. They are seeking an experienced Project Manager to lead a call center transformation initiative, focusing on implementing the NICE CXone platform and integrating it with Salesforce and Snowflake for improved customer experience and analytics.

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

Requirements:

• 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
• 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
• 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