Technical Project Manager - Contact Center

Technical Project Manager - Contact Center

Location : Remote (India-based, with occasional onsite client visits)

Type : Full-time

Experience : 7+ Years

Industry : Technology | Contact Center | SaaS | AI-Driven Solutions

About Unified Consultancy Services

Unified Consultancy Services is a technology-first organization focused on digital transformation through AI-powered solutions, cloud platforms, CRM/ERP systems, and contact center innovations. Our clients span across government, enterprise, and high-growth startups, and we pride ourselves on delivering secure, scalable, and intelligent solutions that drive business outcomes.

Role Overview

We are seeking a dynamic and experienced Technical Project Manager - Contact Center to lead the deployment of next-generation customer experience solutions. You will manage cross-functional teams, ensure project success from discovery to delivery, and build strong client relationships throughout the lifecycle.

This role demands someone who thrives in a fast-paced environment, can manage complex project landscapes, and has hands-on experience with contact center technologies.

Key Responsibilities

• Lead 2-4 technical implementation engineers through the complete project lifecycle.
• Manage multiple client-facing implementation projects across geographies.
• Conduct discovery sessions, design workshops, development cycles, and go-lives.
• Develop and maintain detailed project plans, timelines, and resource allocations.
• Identify project risks and create mitigation strategies proactively.
• Drive clear, consistent communication with internal stakeholders and clients.
• Document and maintain records including action items, meeting notes, and status reports.
• Ensure high client satisfaction during and post-deployment.
• Coordinate across time zones with global clients and internal teams.
• Collaborate closely with engineering and support teams to handle escalations and feedback loops.

Required Skills & Qualifications

• Minimum 7 years of technical project management experience, including 2+ years in a leadership role.
• Proven experience in contact center, cloud telephony, or customer experience platforms (e.g., Amazon Connect, Genesys, Five9, NICE CXone, etc.).
• Hands-on experience managing technical escalations and client-facing deployments.
• Strong analytical, problem-solving, and communication skills.
• Comfortable managing remote and cross-functional teams.
• Demonstrated ability to work under pressure and prioritize effectively in a fast-paced environment.
• Experience with global team collaboration and cultural sensitivity.
• Familiarity with Agile or hybrid project management frameworks.
• Strong understanding of SaaS applications, APIs, databases, and integration workflows.

Preferred Qualifications

• Background in technical support, system integration, or software deployment.
• Project Management certifications (e.g., PMP, PRINCE2, Agile Scrum Master).
• Experience working in 24/7 support environments or follow-the-sun delivery models.
• Strong interpersonal skills and emotional intelligence to manage both team dynamics and client relationships effectively.

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