Senior Project Manager

About the job
The company is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale — across every customer touchpoint. By combining human instinct with the speed and efficiency of AI, the company helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions. The company’s unified platform provides powerful solutions for every customer-facing team — spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management — enabling enterprises to unify data, break down silos, and act on real-time insights. Today, 1,900+ enterprises and 60% of the Fortune 100 rely on the company to help them deliver consistent, trusted customer experiences worldwide.

Meet our Professional Services Team!
Successful value-driven the company implementations start with us. We’re looking for experienced CCaaS project managers to help provide premium services to our global customer base. As a member of our team, you’ll support customers through the initial stages of their the company journey and work with a team of passionate internal consultants, solutions designers, analytics experts, as well as sales and service delivery leaders to make it happen.

What You'll Do
The company is looking for a Project Manager with expertise in CCaaS (Contact Center as a Service) operations to manage enterprise-level projects for the company’s largest customers. In this role, you will be both responsible for the end-to-end delivery of multi-market, global implementations across multiple customer verticals.

Responsibilities:

• Own and manage end-to-end project management of CCaaS implementation including stakeholder management, project scope, product enhancements, change control processes, and risk mitigation plans.
• Ensure that customer business requirements and KPIs are being implemented according to defined scope, requirements and best practices and that value is being delivered at every touchpoint.
• Partner with the company’s cross-functional enablement functions and leaders to ensure alignment and transparency at every project stage.
• Drive meaningful relationships with key customer and internal stakeholders, as well as executives, ensuring all parties are providing requisite participation and accountability.
• Maintain deep the company platform knowledge to develop realistic and meaningful project plans and workstreams.
• Ensure that each project is reported and forecasted accurately to all external and internal stakeholders.
• Manage all project/program risks, issues and change requests effectively and communicate them.
• Lead a team striving for quality and excellence in all aspects of project delivery.
• Provide weekly project status and burn reports to the relevant project stakeholders.
• Maintain awareness of the CCaaS industry to provide subject matter expertise and guidance internally and for the company customers.

Experience:

• Fluent in English and Arabic (Mandatory)
• 5+ years' experience in CCaaS delivery/deployment, Contact Centers, or a similar industry
• Experience in global (multi-geo/multi-cultural) rollouts
• Strong project management experience, with certifications such as PMP, Prince2 Agile, or ACP strongly preferred
• Strong stakeholder management experience, including at the executive level
• Experience managing various deployment types (centralized, decentralized, hub-and-spoke)
• Ability to identify and resolve issues, manage risk models, perform resource allocations, and run large-scale cross-functional team meetings
• Ability to lead and motivate large teams without direct supervision, leveraging mediation and stakeholder management skills
• Strong knowledge of software development life cycles
• Strong verbal and written communication skills

Preferred Experience:

• Contact center operations
• Contact center network, ACD/IVR, dialer, workforce management, software or other solution operations or technical experience
• Technical configuration experience with CCaaS or similar SaaS solutions

We focus on our mission:
The company was founded in 2009 to solve a significant problem: growing enterprise complexity that separated brands from their customers. Our vision was clear: to unify fragmented teams, tools, and data — helping large organizations build deeper, more meaningful connections with the people they serve. Today, the company has a unified, AI-native platform for four product suites: the company Service, the company Social, the company Marketing, and the company Insights. The company is here to do three things:

• Lead a new category of enterprise software that we call Unified-CXM.
• Empower companies to deliver next-generation, unified engagement journeys that reimagine the customer experience.
• Create a culture of customer obsession, with trust, teamwork, and accountability.

We believe in our product:
Customers who value exceptional customer experiences have what they need on our single unified platform, built with an operating system approach on a single codebase. This means that everything — and everyone — can work together to service, respond, sell, and market to customers on the channels they prefer. While Unified Customer Experience Management (Unified-CXM) as a category is just getting started, we are well on our way to creating a no-compromise, unified approach to better customer experiences for the world’s leading enterprise brands.

We invest in our people:
We offer a comprehensive suite of benefits designed to help each member of our team thrive. The company believes that you should be able to get the type of care you need for your personal well-being when you need it. We offer you and your family voluntary healthcare coverage in countries where applicable. We believe it is important to take time off – it is essential for your mental and physical wellbeing. We provide employees with paid time off to recharge and spend time with loved ones. We want to grow our talent with purpose. Our open Mentoring Program is designed to create meaningful connections that support growth and amplify our focus.

EEO - Our philosophy:
Our goal is to ensure every employee feels like they belong and are operating in a collaborative environment. We fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we’re more innovative, creative, and successful.
The company is proud to be an equal-opportunity workplace and complies with all applicable federal, state, and local fair employment practices laws. We are committed to equal employment opportunity regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable law.
Reasonable accommodations are available upon request during the interview process.