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Technical Project Manager | Remote Position with US/EST Hours

Remote Full-time

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Experience Level

Senior Level Manager

Qualifications

Qualifications:Bachelor's degree required; Master's degree preferred.5-10 years of technical project management experience, particularly in client launch roles within a BPO setting. Exceptional client-facing and interpersonal skills. PMI membership and PMP certification preferred. Fluency in English, both written and spoken.

About the job

Sutherland is on the lookout for an insightful and results-driven Technical Project Manager to spearhead client launches. Join our dedicated team of professionals, where your expertise in infrastructure project management and client onboarding will be pivotal to our success.

Key Responsibilities:

  • Lead multiple project activities for onboarding major clients and transitioning existing clients to new products and services.
  • Demonstrate strong organizational, facilitation, and leadership skills to meet both client and Sutherland standards.
  • Manage procurement processes and utilize tools such as Ariba.
  • Employ project management software and collaboration tools like Smartsheet, SharePoint, and Webex.
  • Bring expertise in Networking (VPN, Connectivity, Access Control), IVR, Telecom, and associated technologies.

Desired Skills:

  • Experience in BPO infrastructure and technology operations is highly preferred.
  • In-depth knowledge of Genesys Platforms or similar technologies is essential.
  • Experience with Coral Active or equivalent universal agent desktop solutions, and familiarity with WebRTC is advantageous.
  • Proficient in deploying Cisco UCCE (Unified Contact Center Enterprise) and its components.
  • Knowledge of OCI, Azure, Google Cloud, GKE, or related technologies is a plus.

Project Management Duties:

  • Ensure effective communication throughout all project phases.
  • Manage IT, Telecom, and Development teams to fulfill voice, omnichannel, and data requirements.
  • Identify, assess, and mitigate project risks while addressing issues as they arise.
  • Document and fulfill specific requirements for new product launches and manage significant change requests.
  • Create operational contingency plans for programs and assist the business development team in expanding accounts.
  • Maintain a zero-client escalation rate by establishing regular meeting cadences and collaboration efforts.
  • Prepare and present relevant project documentation and presentations.

About Sutherland

Sutherland is a leader in digital transformation, committed to providing unparalleled experiences for both customers and employees. For over 30 years, we have been trusted with the responsibility of caring for our clients' customers, striving to create experiences that are instantaneous, relevant, predictive, and seamless. As a pioneer in robotic automation, we have continuously invested in key capabilities that enhance our offerings. Our design capabilities integrate human insight, design-thinking, and process engineering, supported by cutting-edge technologies in robotic automation and AI-driven solutions. We believe that the foundation of successful relationships is built on trust and value. Alongside delivering expertly crafted experiences, we empower our clients to enhance productivity and reduce costs.

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