Senior Project Manager

Role overview

Responsibilities

• Own end-to-end CCaaS implementation project management, including stakeholder management, scope, product enhancements, change control, and risk mitigation.
• Ensure customer business requirements and KPIs are implemented within defined scope, requirements, and best practices, delivering value at each touchpoint.
• Partner with cross-functional enablement functions and leaders to ensure alignment and transparency at every project stage.
• Build relationships with customer and internal stakeholders, including executives, and ensure participation and accountability.
• Use deep Sprinklr platform knowledge to develop realistic project plans and workstreams.
• Report and forecast projects accurately to internal and external stakeholders.
• Manage and communicate project/program risks, issues, and change requests.
• Lead the team in delivering quality and excellence.
• Provide weekly project status and burn reports to stakeholders.
• Maintain CCaaS industry awareness and provide subject-matter guidance internally and to customers.

Experience and requirements

• Fluent English and Arabic are mandatory.
• At least five years' experience in CCaaS delivery/deployment, contact centers, or a similar industry.
• Experience with global, multi-geography or multicultural rollouts.
• Strong project management experience; PMP, PRINCE2 Agile, or ACP certifications are strongly preferred.
• Strong stakeholder management experience, including at executive level.
• Experience managing centralized, decentralized, or hub-and-spoke deployments.
• Ability to identify and resolve issues, manage risk models, allocate resources, and run large-scale cross-functional team meetings.
• Ability to lead and motivate large teams without direct supervision, using mediation and stakeholder management skills.
• Strong knowledge of software development life cycles.
• Strong verbal and written communication skills.

Preferred experience

• Contact center operations experience preferred.
• Contact center network, ACD/IVR, dialer, workforce management, software, or other solution operations or technical experience preferred.
• Technical configuration experience with CCaaS or similar SaaS solutions preferred.