Senior Project Manager

This is a fully remote role.

Why We’re Different:

Acliviti doesn’t just advise clients - we co-create their vision, align internal teams, and help them stay ahead of what’s next. We are a vendor-neutral consultancy that helps enterprise organizations define strategy, lead execution, and provide ongoing support - all while aligning stakeholders and delivering outcomes that matter.

We Are:

Experts in customer experience delivering operational and technical transformation
Strategic partners who stay engaged before, during, and after implementation to ensure objectives are achieved
Boardroom translators - connecting CX vision, technical platforms, and financial value
Outcome-driven professionals who know 95% of spend is on human capital, not just tech
Remote-first and cross-functional, with deep expertise across industries

Our Clients Are:

Enterprise organizations modernizing their customer engagement ecosystem
CX, IT, Operations, and Finance leaders seeking true stakeholder alignment
Teams navigating complex transformation programs with high visibility and high stakes
Businesses who need business cases, vendor guidance, and enterprise-class execution
Companies looking to optimize revenue & cost models, reduce friction, and drive customer growth

How We Solve:

We lead clients through a continuous improvement cycle with three integrated service areas:

Strategy: We help clients define where they’re going - and how to get there.

Customer Experience Design
Performance Optimization
Transformation Capabilities

Execution: We lead execution across people, platforms, and processes.

Technical Platform & Capabilities
Operational Management
Data & Analytics

Managed Solutions & Support: We stay engaged post-launch to ensure long-term success.

Operational & Technical Oversight
Outcome & Expense Management
Artificial Intelligence & Data Segmentation

Role Overview:

The Sr. Project Manager is responsible for leading successful delivery of complex Contact Center as a Service (CCaaS) transformation projects for enterprise and mid-market clients. This role oversees multiple workstreams including architecture, engineering, integrations and operational readiness

Our Senior Project Manager Will:

LMA (Lead – Manage – Accountability)

Own end-to-end delivery of large-scale transformation programs from mobilization through deployment, ensuring accountability for scope, timeline, budget, and outcomes
Lead cross-functional teams, providing alignment, prioritization, execution discipline, and performance oversight
Establish clear responsibilities and expectations across all stakeholders
Drive a culture of accountability, transparency, and continuous improvement

Lead Program Governance & Project Workstreams

Establish and enforce governance standards, including executive steering committees, risk reviews and delivery meeting cadences, including status reporting, and project documentation
Ensure all meetings are followed by clear meeting recaps, documenting any risks/decisions and impacts to project timelines.
Maintain updated RAID logs, program pulse, and tracking tools
Oversee multiple workstreams, ensuring alignment to program objectives and timelines
Identify risks, dependencies, and issues early to drive mitigations plans and escalate as needed and updated and tracked in project tools

Ensure the accuracy of company revenue realization by managing billing milestones with both clients and vendors
Ensure the accuracy of project resources by managing the project plan and forecasted hours per resource against the assumed project timelines

Lead Leadership & SteerCo Relationships

Act as a primary interface for client stakeholders and executive leadership
Lead meetings with clear and concise executive level updates
Translate complex technical and operational topics into actionable business insights
Partner with Sales to support ongoing and future client opportunities

Build Program Plan& Level of Effort (LoE)

Develop and maintain detailed program plans, including timelines, milestones, dependencies and resource forecast/allocation
Ensure project plans are accurately forecasted and updated weekly
Proactively manage resource planning across multiple projects, ensuring visibility into demand and capacity
Drive short-term planning discipline by reviewing and aligning 2–6-week sprint planning across delivery teams
Ensure projects plans are updated weekly to support accurate weekly reporting and forecasting projections
Support and manage Level of Effort estimates and support SOW development

Lead CSAT Milestones & Results

Own CSAT throughout the program lifecycle
Identify and track key customer KPIs and metrics that inform stakeholders and identify actionable insights that drive rapid decision making
Monitor delivery health and proactively address gaps
Lead post-go-live reviews to ensure continued value realization
Ensure consistent delivery of high-quality outcomes

Our ideal candidate will:

Have 5-7 years of experience in project/program management and customer facing work in the (CCaaS) digital transformation space
Have a Bachelor's Degree or higher
Be comfortable in all stages of a contact center & digital transformation project, from evaluating vendors, implementing new technology, customer roadmap discussions, and post go-live support
Demonstrate excellent verbal and written communication skills with the ability to translate complex findings to non-technical audiences
Prove to be highly motivated, with demonstrated success leading cross-functional project teams
Have functional knowledge of technical platforms such as Salesforce and Smartsheet

Be proficient in Microsoft product suite
Have the ability to manage budgets for transformational programs related to projects/workstreams
Have experience owning and managing individual and team tasks, deliverables

Preferred Qualifications:

Have a Project Management Certification (PMI, PMP), Agile (PMI-ACP), Scrum Master (CSM) or related certifications
Experience with NICE CXone , Genesys Cloud, other cloud telephony platforms a plus
A strong background and understanding of contact center technology and industry-leading CCaaS solutions, and must be able to articulate their technical differences and business value to a wide range of audiences
Experience in CCaaS software design, documenting and implementing enterprise-level clientele

Acliviti Consulting Group, LLC

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