Senior IT Project Manager

• Lead the Genesys Cloud CX migration, coordinating internal teams and external implementation partners.
• Develop and manage project plans, schedules, budgets, milestones, resources, and dependencies.
• Coordinate migration waves, testing, operational readiness, and production cutovers while minimizing service disruptions.
• Manage project risks, issues, changes, decisions, and vendor deliverables.
• Oversee contact center reporting and dashboard migration, including legacy report retirement.
• Lead project governance meetings and provide clear status updates to technical teams, business stakeholders, and leadership.
• Support future customer experience technology initiatives, including AI-enabled contact center pilots and production rollouts.

• Bachelor’s degree in Information Systems, Business, Engineering, or a related field, or an equivalent combination of education and experience.
• Eight or more years of IT project management experience, including large, multi-team technology implementations.
• Experience delivering contact center technology projects involving call routing, IVR, telephony, or reporting.
• Experience managing vendors and systems integrators, including deliverables, milestones, and acceptance.
• Experience planning platform migrations and production cutovers with minimal operational disruption.
• Strong leadership, communication, project governance, and stakeholder management skills.

Preferred:

• Experience with Genesys Cloud CX or another enterprise Contact Center as a Service (CCaaS) migration.
• Experience with contact center AI, analytics, or customer self-service initiatives.
• Experience in a regulated industry, preferably electric utilities or energy.
• PMP, PgMP, Agile, SAFe, or related project management certification.

NOTE: Applicants must be U.S. citizens or permanent residents (Green Card holders) to be considered for this position.

Job Type: 1-year contract with potential for conversion

Benefits include: Medical, dental, vision.

Work Set Up/Schedule: Onsite at Columbus OH 43215 (Monday-Friday from 8:00 AM-5:00 PM)