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Project Manager - PMO

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• Full Time

• US based

• Remote or Columbus/OH based

Description

We are seeking an experienced PROJECT MANAGER to be part of our Professional Service Team with previous experience leading Contact Center projects for enterprise clients. This role involves working closely with customers, stakeholders, technology partners and internal teams to ensure successful deployment, configuration, and integration of Salesforce Service Cloud and Genesys CX Cloud CCaaS platforms.

Key Responsibilities:

• Lead and support discussions regarding the implementation of Salesforce Service Cloud and Genesys CX, ensuring alignment with customer objectives and best practices.

• Collaborate with clients to gather and document business requirements, translate them into technical configurations, and deliver tailored solutions.

• Provide technical guidance during deployments and post-implementation phases.

• Document and record all project requirements, deliverables and expected dates, and work to complete timely.

• Initiate change orders when required.

• Act as a trusted advisor to clients, identifying opportunities to optimize and enhance their customer service operations.

• Work closely with other project managers, developers, and other stakeholders to ensure project timelines and deliverables are met. Communicate status, accomplishments, and roadblocks.

• Stay updated on Salesforce Service Cloud product updates, new features, and industry trends.

Qualifications & Experience:

• 3+ years of experience in running and supporting Salesforce Service Cloud and/or Genesys or other CCaaS platforms.

• Strong understanding of Salesforce Service Cloud.

• Strong understanding of CRM technologies.

• Detail-oriented with a strong focus on quality.

• Familiarity with Einstein AI (predictive and/or generative).

• Experience with API integrations, scripting, and cloud technologies.

• Familiarity with networking, security, and CRM concepts.

• Strong analytical and problem-solving skills with a customer-focused mindset.

• Excellent verbal and written communication skills, with the ability to interact with both technical and non-technical stakeholders.