Sr. IT Project Manager - Call Center Systems Implementation

Overview

Remote
$70 - $95
Contract - W2
Contract - 10 Month(s)
No Travel Required

Skills

Project Management
Call Center
CRM
Salesforce Service Cloud
ServiceNow
Case Management platforms
PMP
PMI
Discovery
business process redesign
change management
Workflow management
vender management

Job Details

Looking for a high-energy & detail-oriented Senior IT Project Manager to lead the discovery, selection and implementation of a new technology platform in a national call center operation. This is a high-impact, cross-functional role responsible for partnering with a 3rd party vender and coordinating across multiple lines of business to consolidate and streamline problem resolution workflows into the call center environment.

The successful candidate needs exceptional organization, communication skills with experience in software selection, process, design and managing large-scale implementations - ideally in environments involving Salesforce Service Cloud or similar platforms.

Key Responsibilities:

  • Lead the end-to-end project lifecycle, from discovery and vendor engagement through implementation and post-launch support.
  • Serve as primary liaison between internal stakeholders, third-party vendors, and business units to ensure clear alignment on goals, scope, and timelines.
  • Drive the evaluation and selection of software solutions suitable for call center process consolidation and workflow management.
  • Manage project scope, risks, resources, and timelines using industry-standard tools and methodologies.
  • Coordinate cross-functional input and ensure successful change management across impacted business units.
  • Document and map current vs. future state processes, with a focus on centralizing fragmented problem resolution efforts.
  • Ensure project milestones are met on time and within budget while delivering measurable business value.
  • Communicate regular updates and escalate issues to executive stakeholders in a timely and effective manner.

Qualifications:

  • 7+ years of IT project management experience, preferably with large, multi-stakeholder projects in enterprise environments.
  • Demonstrated experience in call center system implementations and managing business process redesign as a piece of a project.
  • Strong understanding of software selection processes, vendor management, and stakeholder alignment.
  • Familiarity with Salesforce Service Cloud or similar CRM/case management platforms strongly preferred.
  • Excellent organizational, documentation, and communication skills.
  • Proven ability to lead and influence remote, cross-functional teams.
  • PMP, PMI-ACP, or equivalent certification a plus.

No 3rd parties are allowed on this contract. No sponsorship is available.

Work can be done from anywhere is the US and is 100% remote but Central Standard Time is preferred because internal resources span all time zones.

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