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Xeno - Senior Implementation Manager - SaaS / Genesys
XENO PRIVATE LIMITEDBangalore20 days ago
Job descriptionOversee software application development projects using Agile / Scrum methodologies, including requirements gathering, sprint planning, and release management. Manage implementation of speech and text analytics solutions, including data pipeline setup, model configuration, and reporting framework development. Lead business insights projects involving data warehousing, dashboard creation, and automated reporting solutions. Coordinate system integrations between contact center platforms, CRM systems, workforce management tools, and analytics platforms. Conduct comprehensive requirements gathering sessions with internal business units and external clients to define project scope and success criteria. Develop and maintain detailed Project Design Documents (PDD) and Standard Operating Procedures (SOP) for technical and operational projects. Facilitate executive-level project reviews and provide strategic recommendations based on project outcomes and analytics insights. Manage vendor relationships and contract deliverables for third-party implementations. Mentor Assistant Project Managers and Project Managers in both technical and soft skills development. Lead cross-functional teams including developers, data analysts, business analysts, and operations specialists. Conduct performance evaluations and implement professional development plans aligned with technical competency growth. Foster collaboration between technical teams, business stakeholders, and client-facing units. Establish and maintain project management standards for different project types (development, analytics, integration, operational). Implement project governance frameworks appropriate for technology projects, including change management and risk assessment protocols. Maintain comprehensive project documentation using enterprise tools and ensure knowledge transfer across teams. Contribute to the development of reusable project templates and best practices for recurring project types. Ensure all projects meet quality standards, including user acceptance testing, performance benchmarking, and security compliance. Maintain adherence to PMI standards and Etech's internal project governance policies. Oversee data privacy and security requirements in analytics and software development projects. Ensure compliance with industry standards relevant to contact center operations and data analytics.
Project Management :
- Lead complex, multi-phase projects spanning call center operations, analytics implementations, software development, and strategic business initiatives.
- Manage concurrent projects across different domains including speech / text analytics platforms (such as QEval, ObserveAI, Verint, NICE, Genesys, or similar), business intelligence tools, and custom software applications.
- Coordinate third-party vendor implementations, including SaaS solutions, API integrations, and enterprise software deployments.
- Ensure strategic alignment of all projects with Etech's business objectives and client success metrics.
Technical Project Leadership :
Stakeholder Management & Communication :
Team Leadership & Development :
Process Optimization & Documentation :
Quality Assurance & Compliance :
(ref : hirist.tech)
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Implementation Manager • Bangalore
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