Etech Global Services - Senior Project Manager - Program Implementation

ESSENTIAL DUTIES AND RESPONSIBILITIES :

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 :

• Oversee 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

Stakeholder Management & Communication :

• 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

Team Leadership & Development :

• 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

Process Optimization & Documentation :

• 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

Quality Assurance & Compliance :

• 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

SUPERVISORY RESPONSIBILITIES :

• Directly supervise and mentor project teams including Assistant Project Managers, Project Managers, and coordinate with technical leads, business analysts, and development teams.

REQUIRED QUALIFICATIONS :

Education & Experience :

• Bachelor's or Master's degree in Business Administration, Engineering, Computer Science, Information Technology or equivalent professional experience
• 7+ years of project management experience with at least 3+ years in contact center technology environments
• Proven track record managing software development projects, analytics implementations, and enterprise system integrations
• Experience with telephony systems, speech and text analytics tools, and business intelligence platform implementations preferred

Technical Knowledge :

• Strong understanding of contact center technologies (ACD, IVR, CTI, WFM, QM platforms)
• Experience with analytics platforms and tools (Tableau, Power BI, Python / R, SQL databases) will be an added advantage
• Knowledge of speech and text analytics solutions (NLP, sentiment analysis, voice biometrics)
• Familiarity with software development methodologies (Agile, Scrum, DevOps practices)
• Understanding of API architectures, database design, and system integration patterns
• Experience with cloud platforms (AWS, Azure, Google Cloud) and SaaS implementations

Project Management Skills :

• Proficiency in Project Management Information Systems (MS Project, Project Libre, Jira, Monday.com, Basecamp)
• PMP, Scrum Master, or equivalent project management certification preferred
• Advanced skills in Microsoft Office Suite and project documentation tools
• Experience with change management and risk assessment methodologies

Core Competencies :

• Exceptional verbal and written communication skills with ability to present to C-level executives
• Strong analytical and problem-solving capabilities with data-driven decision-making approach
• Ability to manage multiple complex projects simultaneously in fast-paced environments
• Demonstrated leadership skills with experience building and developing high-performing teams
• Cultural sensitivity and ability to work effectively across global teams and time zones

LANGUAGE SKILLS :

• Ability to read, analyze, and interpret business and technical documents.
• Strong written and verbal communication skills.
• Ability to present to senior leadership and external partners.

MATHEMATICAL SKILLS

• Ability to analyze project data, KPIs, and financial metrics.
• Proficiency in project budgeting and forecasting.

REASONING ABILITY

• Strong judgment and decision-making skills.
• Ability to assess project scenarios, identify root causes, and implement effective solutions

(ref : iimjobs.com)