Description

Job Description
We are seeking a dynamic and motivated Project Manager / Business Analyst to join our growing team. This role will work directly with clients or as part of a client team, implementing Unified Communications as a Service (UCaaS) or Contact Center as a Service (CCaaS) platforms and managing projects to deliver desired outcomes and ROI for our clients.

The role is responsible for developing and managing project plans, timelines, budgets, documentation, deliverables, schedules, status reports, and meeting notes. It also involves tracking project progress, action items, issue resolution, and key decisions throughout the project.

The Project Manager / Business Analyst will create and document go-live checklists and User Acceptance Testing (UAT) plans, maintain project documentation and repositories, document operational processes and organizational structures, support the creation of presentations and project materials, and analyze operational and financial data to demonstrate the impact of proposed solutions.

Requirements

2-4 years of professional work experience.

Bachelor's degree strongly preferred.

Fluent English, with strong written and verbal communication skills.

Proven experience in Project Management and Business Analysis.

Familiarity with Contact Center operations, including voice and digital channels and related technology solutions.

Experience with Genesys, NICE CXone, Five9, or other Contact Center platforms is a plus.

Strong analytical skills.

Strong proficiency with Microsoft Office 365, particularly PowerPoint, Excel, and Word.

Proficiency with project management and workflow applications such as Lucidchart, Smartsheet, ClickUp, Asana, Monday.com, or similar tools.

Ability to develop and maintain project plans, status reports, risk assessments, timelines, budgets, UAT plans, and go-live documentation.

Ability to understand English fluently and document information accurately during client and internal team calls.

Interest in the design and implementation of AI-driven technologies is a plus.