Sr. Project Manager

Project Management Manila, Philippines Job Number: 18097

Position at NICE CXone

Sr. Project Manager 
Location: Taguig City, PHL

As a Sr. Project Manager, a Typical Day Might Include the Following:

Project Delivery Responsibilities
  • Lead the planning and implementation of projects in Singapore and Korea (mainly) and other locations in the Asia Pacific
  • Facilitate the definition of project scope, goals, and deliverables
  • Preparation of Statement of Works (SOW)
  • Define project tasks and resource requirements
  • Develop full-scale project plans
  • Assemble and coordinate project staff
  • Manage project budget
  • Manage project resource allocation
  • Plan and schedule project timelines
  • Track project deliverables using appropriate tools
  • Manage project scope and raise (and manage) project change request
  • Provide direction and support to project team members
  • Quality assurance
  • Constantly monitor and report on the progress of the project to all stakeholders
  • Present reports defining project progress, problems, and solutions
  • Implement and manage project changes and interventions to achieve project outputs
  • Project evaluations and assessment of results
  • Establish project management plan when required
  • Manage project escalation
  • Manage multiple projects in parallel
  • Manage customer’s expectations and escalation for key accounts and projects
  • Ensure good customer experience and achieve a high satisfaction level during the project lifecycle
Other Responsibilities
  • Provide Services Director / Program Manager with regular updates on overall project delivery status, account health, and major escalations.
  • Provide revenue forecast on projects to Services Director
Mandatory Requirements
  • Minimum 5 years experience as Project Manager
  • Must have Applications implementation experience in the Contact Centre
  • Must have work experience as OEM Application Vendor or Systems Integrator
  • Must have experience servicing customers in BFSI and/or utilities
  • Must have Bachelor’s degree in Computer Science or related Engineering
  • PMP Certified
Preferred Requirements
  • Customer experience transformation domain expertise
  • Experience in pre-sales, scoping, and estimating
  • Demonstrable experience in all areas of PMBOK process areas and knowledge groups
  • Demonstrated flexibility around work hours/days to meet customer implementation/change windows
Personal Attributes
  • Teamwork and collaboration
  • Customer-first mentality
  • Passion for quality
  • Personal accountability for expected outcomes
  • Objective Oriented
  • Be flexible and practical when handling customer / difficult situations
  • Seeking excellence in work practices

ABOUT NICE inContact:
 NICE inContact makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics. NICE inContact provides the world’s No. 1 cloud customer experience platform, NICE inContact CXone™, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation, and Artificial Intelligence on an Open Cloud Foundation. NICE inContact is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions.    

NICE is committed to provide an environment based on equal opportunity for all qualified applicants and employees. It is the policy of NICE to afford equal employment opportunities to qualified individuals, regardless of age, race, color, creed, religion, citizenship, ancestry, national origin, sex, gender, pregnancy, mental or physical disability, marital status, veteran status, service in the Armed Forces, sexual or affectional orientation, atypical hereditary cellular or blood traits, genetic information, status as a victim of domestic or sexual violence, and/or any other status protected by any applicable federal, state and/or local statute or regulation.