The Role
Leads client-facing NICE CXone contact center implementation projects, managing delivery relationships, project teams, schedules, risks, budgets, reporting, change management, documentation, and invoices. Provides technical expertise to leadership and stakeholders, enhances and tests CXone Studio software, and coordinates vendors and client resources. Requires consulting project management experience, contact center platform expertise, enterprise implementation leadership, and familiarity with waterfall, Agile, and hybrid methodologies. Travel up to 30% is required.
Summary Generated by Built In
At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.
As a Technical Project Manager within our NICE practice, you will provide project management services for the design, deployment, and delivery support of our NICE CCaaS services and solutions in a client facing environment. This position is the perfect blend for someone that has hands-on technical experience with the NICE CXOne solution that can lead and manage client projects
What You'll Be Doing:
- Manage the overall delivery relationship with assigned clients
- Frequent and direct contact with leadership to provide technical expertise and project status updates
- Lead the overall implementation of client projects, with team sizes varying from 3 to 10 people (TTEC Digital staff, client resources and vendors)
- Facilitate project management tasks including communication plan, meetings, tracking, reporting, escalation processes, functional documentation, and other internal processes
- Deliver weekly status reports and provide project progress and issues to client stakeholders, delivery management and account team
- Identify high-level risks, assumptions, and constraints. Implement approved actions and workarounds to minimize the impact of risks on the project/program, including delivery of change management required to address approved actions.
- Review project invoices for accuracy
- Develop work plans and assign duties, responsibilities to ensure the specified project objectives are met
- Work as a member of the TTEC Digital project team to enhance and improve software written in CXone Studio
- Code and test projects.
- Attend meetings and training as required.
What You'll Bring to the Role:
- Experience delivering digital transformation projects.
- Deep knowledge in at least one of these technologies: NICE CXone, Genesys Cloud, Five9, Amazon Connect
- 5+ years experience in Project / Program Management within a consulting environment
- Experience leading large enterprise client projects with $20,000 - $250,000 in consulting services, including executive level sponsorship and reporting requirements.
- Experience managing projects following multiple implementation methodologies, including waterfall, agile/scrum and hybrid methodology run projects.
- Experience leading a program with multiple projects and workstreams preferred.
- Superb written and verbal communication and listening skills
- Excellent organizational and planning skills
- Keen attention to detail
- Ability to build relationships, collaborate, problem solve, negotiate, drive and persuade, while maintaining positive relationships with client stakeholders, internal stakeholders and partners, project team members and 3rd party partners.
- PMP or other Project Management Certification strongly preferred
- Ability to travel up to 30%
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About Us
TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.
We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.
TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.
Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.
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Skills Required
- Experience delivering digital transformation projects
- Deep knowledge of at least one contact center platform: NICE CXone, Genesys Cloud, Five9, or Amazon Connect
- 5+ years of project or program management experience in a consulting environment
- Experience leading large enterprise client projects with $20,000-$250,000 in consulting services
- Experience with waterfall, Agile/Scrum, and hybrid implementation methodologies
- Experience leading a program with multiple projects and workstreams
- Excellent written, verbal, and listening communication skills
- Excellent organizational and planning skills
- Strong attention to detail
- Ability to build relationships, collaborate, problem solve, negotiate, drive, and persuade stakeholders and partners
- PMP or other project management certification
- Ability to travel up to 30%
TTEC Digital Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about TTEC Digital and has not been reviewed or approved by TTEC Digital.
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Wellbeing & Lifestyle Benefits — Wellbeing resources include Calm access, specialized programs (e.g., Pelago, Maven, Sword), and a Lifestyle Spending Account for wellness activities. These offerings extend beyond core medical to support mental health and daily wellness needs.
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Leave & Time Off Breadth — Time-off programs cover PTO, sick/wellness time, paid holidays, and paid parental leave, with some Digital roles describing manager‑discretion “unlimited PTO.” This structure can offer flexibility for corporate/tech roles when team norms support it.
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Healthcare Strength — Core coverage spans medical, dental, vision, telemedicine/behavioral health, EAP, and optional protections like critical illness, accident, legal, ID‑theft, and pet insurance. The breadth indicates a comprehensive health offering on paper across physical and mental care.
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The Company
What We Do
TTEC Digital is a global leader in customer experience orchestration, combining technology and empathy at the point of conversation. With decades of innovation experience across the world’s leading contact center technology platforms — plus in-house expertise in CX strategy, data and analytics, AI and more — TTEC Digital delivers an unmatched skillset for organizations looking to forge deeper customer relationships and drive better business outcomes.
