Note: The job is a remote job and is open to candidates in USA. Concentrix is a global technology and services leader that powers the world’s best brands. They are seeking an experienced Project Manager to lead a call center transformation initiative, focusing on implementing the NICE CXone platform and integrating it with Salesforce and Snowflake for improved customer experience and analytics.
Responsibilities
- Lead end-to-end delivery of the call center transformation program, ensuring alignment with scope, schedule, budget, and quality objectives
- Drive overall program governance, including detailed project planning, milestone tracking, risk management, issue management, and status reporting
- Coordinate delivery across client teams, vendors, implementation partners, and third-party stakeholders
- Manage integration dependencies between NICE CXone, Salesforce Service Cloud, on-prem services, and Snowflake data pipelines
- Ensure all workstreams align with defined architecture, data models, technical design, and business requirements
- Maintain integrated project plans and track progress across multiple cross-functional workstreams
- Provide regular executive-level reporting on project status, milestones, risks, dependencies, and decisions required
- Proactively identify, assess, and mitigate risks to project scope, schedule, quality, and delivery outcomes
- Facilitate communication and collaboration across business, technology, operations, and data teams
- Support governance forums, steering committees, and decision-making processes throughout the program lifecycle
- Ensure project execution follows enterprise delivery standards, controls, and governance frameworks
- Drive accountability across teams to ensure timely completion of deliverables and successful program execution
Skills
- Strong experience in project management for large-scale enterprise transformation programs
- Proven experience delivering contact center, customer experience, or CX platform transformation initiatives
- Experience managing SaaS implementations and complex system integrations
- Strong understanding of integration coordination across platforms such as NICE CXone, Salesforce Service Cloud, on-prem applications, and Snowflake
- Expertise in project planning, milestone tracking, RAID management, stakeholder communication, and executive reporting
- Ability to manage cross-functional teams and coordinate activities across business, technology, and external partners
- Strong risk management and problem-solving capabilities
- Excellent communication, leadership, and stakeholder management skills
- Ability to operate within a governed enterprise delivery framework
- Bachelor's degree in Business, Information Technology, Computer Science, or a related field
- Significant experience managing enterprise programs or transformation projects
- Demonstrated success in coordinating large, multi-vendor, cross-functional delivery initiatives
- Experience in regulated or highly governed enterprise delivery environments is a plus
- Direct experience with the NICE CXone platform
- Familiarity with Salesforce Service Cloud integrations
- Experience working with Snowflake and enterprise analytics-related data integrations
- Exposure to call center modernization, customer service transformation, or omnichannel platform implementations
- Understanding of enterprise architecture, data models, and integration dependencies in transformation programs
Benefits
- Medical, dental, and vision insurance
- Comprehensive employee assistance program
- 401(k) retirement plan
- Paid time off and holidays
- Paid learning days
Company Overview