Senior Project Manager
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Job Description
Senior Project Manager leading delivery of contact centre and CX transformation programmes. Focused on successful business outcomes and collaboration with diverse stakeholders for TTEC Digital.
Responsibilities:
- Lead end-to-end delivery of CX and technology projects across multiple workstreams
- Own project plans, timelines, RAID logs, and dependency management
- Coordinate cross-functional teams (business, technology, vendors)
- Run governance forums and support SteerCo / executive updates
- Track delivery against scope, budget, and expected outcomes
- Proactively identify and escalate risks, issues, and trade-offs
- Ensure solutions land effectively and support adoption and change
- Maintain strong stakeholder alignment across client and internal teams
- Translate scope into clear delivery plans, milestones and measurable outcomes, not just activities
- Support programme sequencing, dependencies and priorities to maximise value
- Identify and challenge overlaps, redundancies or competing priorities, so that you contribute to creating a single, joined‑up delivery roadmap
- Coordinate timelines, resources, and dependencies across multiple workstreams and suppliers
- Apply agile and hybrid methodologies to:
- Enable speed where it adds value
- Maintain control, predictability, and commercial discipline
- Drive alignment across business, technology, and delivery teams to establish and maintain strong working relationships across TTEC Digital and client business
- Spot opportunities to expand services through emerging needs and priorities
- Manage the project commercials including:
- Forecasting, invoicing, margin, and resources
- Proactive identification of pressure points
- Maintain focus on value tracking and benefits realisation at project / portfolio level
- Surface risks to value early and enable data‑driven decision making
- Work closely with technical and architecture teams to ensure delivery feasibility
- Manage risks across integrations, platforms, and third-party vendors
- Act as the primary client interface and trusted delivery partner, building strong, outcome‑focused relationships across business, technology and executive stakeholders
- Establish and lead clear, structured communication and governance, ensuring stakeholders are consistently informed, engaged and aligned throughout delivery
- Drive proactive, transparent communication of progress, risks and trade‑offs, enabling timely decisions and maintaining confidence at all levels
- Actively engage, challenge and influence stakeholders, ensuring expectations are managed, decisions are informed, and outcomes remain aligned to business objectives
Requirements:
- 5+ years’ experience project management experience, preferably in a professional services environment.
- Experience coordinating multi discipline teams, preferably working in multinational and in onshore/offshore project set ups
- Proven experience delivering complex business systems/ CX / contact centre / digital transformation programmes
- Structured thinking and problem-solving skills
- Desirable
- Experience with CCaaS, AI, automation, or enterprise CX platform implementations
- Certifications such as PMP, PRINCE2, Agile / Scrum
- An interest in CX innovation, AI and continuous improvement
Benefits:
- Work on cutting-edge CX and AI-driven transformation programmes
- Exposure to enterprise clients and senior stakeholders
- Strong focus on outcomes, value, and impact, not just delivery
- Join a team that blends consulting, delivery, and innovation
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