About the Role
As part of the Professional Services Team, you will play a critical role in driving successful values through premium CCaaS (Contact Center as a Service) implementations for a global customer base. You will manage enterprise-level projects and support customers through the initial stages of their journey with the company. Collaborating with a diverse team of internal consultants, solutions designers, analytics experts, and service delivery leaders, you’ll ensure high-quality service delivery across multiple customer verticals.
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What You'll Do
In this role, you will manage end-to-end delivery of multi-market, global implementations of CCaaS solutions, ensuring successful project execution. Your key responsibilities will include:
- Owning and managing end-to-end project management for CCaaS implementation, including stakeholder management, project scope, product enhancements, change control processes, and risk mitigation plans.
- Ensuring customer business requirements and KPIs are implemented according to defined scope and best practices, delivering value at every touchpoint.
- Partnering with the company’s cross-functional enablement functions to ensure alignment and transparency at all project stages.
- Cultivating meaningful relationships with key customer and internal stakeholders, including executives, to secure participation and accountability.
- Maintaining deep knowledge of the company platform to develop realistic project plans and workstreams.
- Reporting and forecasting all project statuses accurately to stakeholders.
- Managing and communicating all project/program risks, issues, and change requests effectively.
- Leading a quality-oriented team striving for excellence in project delivery.
- Providing weekly project status updates and burn reports to relevant stakeholders.
- Staying informed about the CCaaS industry to provide expertise and guidance internally and to customers.
Experience
To succeed in this role, you should possess the following skills and experience:
- Fluent in English and Arabic (Mandatory)
- Over 5 years of experience in CCaaS delivery/deployment, Contact Centers, or similar industries.
- Experience with global rollouts in multi-geo/multi-cultural environments.
- Strong project management experience, with certifications such as PMP, Prince2 Agile, or ACP strongly preferred.
- Proven stakeholder management expertise, 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 conduct large-scale cross-functional team meetings.
- Capacity to lead and motivate large teams without direct supervision, leveraging mediation and stakeholder management skills.
- Strong knowledge of software development life cycles.
- Excellent verbal and written communication skills.
Preferred Experience
- Knowledge of contact center operations
- Technical configuration experience with CCaaS or similar SaaS solutions
Benefits and Culture
We invest in our people and offer a comprehensive suite of benefits designed to help each team member thrive. Highlights include:
- Voluntary healthcare coverage for you and your family where applicable.
- Paid time off to recharge and spend time with loved ones, supporting your mental and physical well-being.
- An open mentoring program designed to create meaningful connections that support growth.
Equal Opportunity
We are committed to creating an inclusive environment where every employee feels they belong. As an equal opportunity workplace, we comply with all applicable federal, state, and local fair employment practices laws, ensuring that every employee is respected and heard, regardless of race, color, religion, national origin, sex, age, or any other characteristic protected under applicable law.
Recruiting Scams
Please be cautious of recruiting scams. We will never ask for money or unnecessary personal information during the interview process. If you suspect any communication may not be from our team, please do not engage.
