Technical Project Manager | India
HybridBengaluru, Karnataka, India
Job Summary
Lead and manage day-to-day operational and tactical aspects for multiple enterprise-scale implementation projects, overseeing time, scope, and budget for Five9's CCaaS platform deployments. Translate complex customer business requirements into detailed project plans, workstreams, and software configuration strategies, focusing on business logic, CRM integrations, and workflow design. Effectively communicate progress and status updates to internal staff and C-level customer stakeholders while proactively managing the project RAID log with rigorous mitigation plans. Collaborate with associated project managers and partners to ensure streamlined delivery, maintain internal application records, and deepen client relationships through active engagement at all organizational levels. This hybrid role requires local onsite work at the client location and is open to candidates with 7+ years of client-facing experience in CCaaS or adjacent enterprise customer-experience software.
Required Qualifications
- 7+ years of client-facing Project Management experience
- Proven track record of leading multiple enterprise-scale software or SaaS deployments simultaneously
- Proven experience managing the deployment of modern CCaaS platforms (e.g., Five9, Genesys, NICE CXone) OR adjacent enterprise customer-experience software (e.g., Salesforce Service Cloud, Zendesk, Twilio CPaaS, or complex Conversational AI/IVA platforms)
- Demonstrable experience managing projects with a 'software-first' mindset, focusing on application-level business logic, API integrations, and user workflow design
- BA/BS or equivalent experience
- Impeccable client-facing communication and active listening skills
- Experience leading discovery workshops
- Experience managing demanding US-based stakeholders
- Experience confidently handling scope-creep discussions
- Expertise at translating complex technical issues into simple, business-focused language for non-technical executives
- Natural leadership ability to command the respect of a technical engineering team while holding them accountable for delivery
- Strong knowledge of CCaaS, CRM, WFM, Dialer, ACD, and CTI practices
- Understanding of modern cloud architecture (APIs, WebRTC) over legacy VoIP/PBX
- Strategic thinking ability to quickly grasp the 'big picture' of the client's business goals and align the project delivery accordingly
- Powerful sense of accountability and ownership
- Proven ability to take proactive action and drive projects forward with minimal oversight
- Must be available for local onsite work at the client location
Desired Qualifications
- PMP® or equivalent certification
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