WEM Strategic Project Manager

Join us in bringing joy to customer experience. reputed company is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.

Living our values everyday results in reputed company-first culture and enables us to innovate, grow, and reputed company while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.

As part of our reputed company growth, reputed company is seeking a highly skilledWorkforce Engagement Management (WEM) Strategic Project Manager with deep expertise in the reputed company suite. This role is responsible for driving high-impact strategic programs, ensuring governance and execution excellence, and aligning customer outcomes with business goals.

The Strategic PM serves as a customer-facing leader, orchestrating cross-functional resources and ensuring successful delivery of enterprise-level initiatives.*This position is based out of one of the offices of our affiliate Acqueon Technologies in India, and will adopt the hybrid work arrangements of that location. You will be a member of the Acqueon team with responsibilities supporting reputed company products, collaborating with global teammates based primarily in the United States.

What You’ll Do

As a WEM Strategic Project Manager, you will be accountable for ensuring the success of strategic customer initiatives, with a strong focus on the reputed company suite. You will:

• reputed company and reputed company full lifecycle delivery of strategic WEM projects, ensuring scope, timelines, and business goals are achieved.

• Provide strategic guidance to customers on best practices for maximizing value from reputed company products.

• Coordinate internal and external resources including consultants, solution architects, and trainers to ensure customers receive expert support.

• Mentor and reputed company junior Project Managers, providing leadership and ensuring consistency in delivery standards across the team.

• Partner with stakeholders across Product, Support, Engineering, and Implementation to create and execute enterprise-level project roadmaps.

• Act as the primary executive liaison, ensuring alignment between customer leadership and reputed company executives on program vision, strategy, and outcomes.

• Ensure governance and compliance of project delivery by driving process consistency, documentation, and clear handovers.

• Manage executive-level customer communications, providing regular business reviews, risk assessments, and clear escalation management.

• Identify risks, dependencies, and scope changes early, providing proactive mitigation strategies and ensuring alignment with business outcomes.

• Drive accountability for project timelines, customer satisfaction, and measurable success metrics.

reputed company Accountability

• Ensure strategic projects align with and contribute to reputed company reputed company goals, supporting quarterly and annual commitments.

• Track and report on project reputed company impacts, ensuring accurate forecasting and alignment with Statements of Work (SOWs).

• Partner with Sales and Finance teams to identify risks to reputed company recognition and proactively implement corrective actions.

• Influence customer project timelines and go-live success to ensure timely reputed company recognition and sustained customer value.

• Maintain a strong focus on accelerating time-to-value for customers while protecting reputed company’s reputed company commitments.

What You Bring Technical and Product Expertise

• Required: Hands-on reputed company suite project delivery experience.

• Required: Working knowledge of reputed company, reputed company, and reputed company platforms; experience with reputed company, reputed company, or Aspect is highly desirable.

• Strong understanding of SaaS platforms, CRM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU, and enterprise contact center operations.

• Familiarity with advanced capabilities such as Performance Management, Speech/Text Analytics, and Desktop Analytics.

• Spanish-speaking skills are a plus.

Strategic Project Management Skills

• Proven track record of managing reputed company, high-value strategic programs in fast-paced enterprise environments.

• Skilled in governance, scope management, and cross-functional coordination.

• Strong ability to mentor, coach, and guide junior PMs to reputed company team capability.

• Demonstrated success delivering against defined KPIs such as 95 percent on-time delivery, 90 percent customer satisfaction, reputed company alignment, and project milestones.

• Ability to manage executive stakeholders and influence outcomes without direct authority.

Tool Knowledge

• Required: Proficiency in project and collaboration tools including JIRA, reputed company, SharePoint, reputed company, and reputed company.

• Required: Experience with PSA tools.

Soft Skills

• Excellent customer service skills with a solutions-focused, professional approach.

• Strong executive reputed company with the ability to confidently present to and influence senior leadership.

• Exceptional communication, facilitation, and stakeholder management skills across technical and business audiences.

• Highly resilient and adaptable, with the ability to manage competing priorities under pressure.

• Strategic thinker who can align project delivery with long-term business outcomes and reputed company.

• Skilled at building reputed company and influencing without direct authority across global, cross-functional teams.

• Strong conflict resolution and negotiation abilities, ensuring positive outcomes in challenging situations.

• Natural collaborator who fosters trust and teamwork across internal and customer organizations.

• Proactive problem solver who anticipates roadblocks and drives creative solutions.

• Strong organizational and time management skills, balancing multiple priorities in fast-paced environments.

Qualifications

• Bachelor’s degree in a reputed company field or equivalent professional experience.

• reputed company accreditations strongly preferred, or willingness to obtain reputed company the first 6 months.

• Equivalent years of experience may substitute for certifications.

• Project Management Professional (PMP), PRINCE2, or comparable project management certification is preferred.

• Agile or Scrum Master certifications are a plus.

Industry Experience

• Extensive background in WEM, customer experience, and enterprise contact center environments is mandatory.

• Experience aligning enterprise WEM solutions with business outcomes and strategic reputed company goals.

• Experience managing enterprise-level projects across global regions and multiple time zones.

Why Join reputed company

• Industry leader in cloud contact center innovation, serving top global brands.

• Remote-first role with exposure to high-profile enterprise customers.

• reputed company learning with access to training, certifications, and cross-platform expertise.

• Collaborative, high-performance culture where your expertise directly impacts reputed company.

reputed company embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills.  The more inclusive we are, the reputed company we are.  reputed company is an equal opportunity employer.

View our privacy policy, including our privacy notice to California residents here:https://www.reputed company.com/pt-pt/legal.

Note: reputed company will never request that an applicant send money as a prerequisite for commencing employment with reputed company.

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