Note: The job is a remote job and is open to candidates in USA. InfiCare Staffing is seeking a Project Manager with experience in the NICE CXONE platform to lead a large-scale Call Center Transformation program. The role involves managing project delivery, coordinating integration activities, and ensuring adherence to project management best practices.
Responsibilities
- Lead and manage the end-to-end delivery of a large-scale Call Center Transformation program centered on NICE CXone
- Develop and maintain comprehensive project plans, schedules, milestones, and resource allocations
- Drive program governance, ensuring adherence to organizational delivery standards and project management best practices
- Coordinate integration activities across NICE CXone, Salesforce Service Cloud, Snowflake, on-premises applications, and third-party systems
- Manage project scope, timelines, dependencies, risks, issues, and change requests throughout the project lifecycle
- Facilitate collaboration among business, technology, data, vendor, and third-party stakeholders
- Ensure alignment of solution delivery with approved architecture, data models, business requirements, and integration strategies
- Track project progress and provide regular status updates, executive reporting, and stakeholder communications
- Identify potential delivery risks and proactively develop mitigation and contingency plans
- Drive issue resolution and escalation management to maintain project objectives and timelines
- Support testing, deployment, cutover planning, and post-implementation stabilization activities
Skills
- 8+ years of Project Management experience leading enterprise technology initiatives
- Proven experience managing large-scale Contact Center, Customer Experience (CX), or Digital Transformation programs
- Hands-on experience delivering NICE CXone implementations and integrations
- Strong experience managing integrations with Salesforce Service Cloud, Snowflake, and enterprise applications
- Demonstrated success leading SaaS implementation projects and complex system integration initiatives
- Experience working within structured enterprise governance and PMO frameworks
- Strong stakeholder management and executive communication skills
- Experience managing third-party vendors, implementation partners, and cross-functional teams
- Proficiency with project management methodologies including Agile, Hybrid, and Waterfall
- Direct experience with NICE CXone platform deployment and migration projects
- Knowledge of contact center operations, workforce engagement, omnichannel customer service, and CX technologies
- Experience with enterprise data platforms, analytics, and reporting solutions leveraging Snowflake
- PMP, PgMP, Scrum Master, or equivalent project management certification preferred
Company Overview
Staffing solutions since 2001 to our clients across all 50 states. It was founded in 2001, and is headquartered in Dulles, Virginia, US, with a workforce of 201-500 employees. Its website is https://inficarehealth.com/.