Senior Project Manager

Company Description

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989.
Miratech has coverage across 5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%. 

Job Description

We are seeking a Senior Project Manager in Toronto or the GTA with a strong banking background and expertise in contact center (CC) and customer experience (CX) initiatives. The role involves leading high-impact projects, transforming customer engagement strategies, and enhancing operational processes. If you excel in cross-functional collaboration and delivering innovative solutions.

Responsibilities:

• Communicate professionally and effectively with customers, addressing inquiries and concerns with clarity and precision.
• Prioritize and manage tasks to meet deadlines, ensuring objectives are clearly defined and achieved.
• Lead project meetings with technical expertise and produce detailed, actionable meeting notes.
• Approach tasks proactively, demonstrating urgency in issue resolution and timely completion of deliverables.
• Maintain high attention to detail across communication, documentation, and project execution to ensure accuracy and quality.
• Leverage experience with Genesys to provide actionable insights and solutions for enhancing customer engagement strategies.
• Collaborate with Scrum teams by actively participating in Agile ceremonies, accurately estimating story points, and contributing to effective sprint planning.
• Prepare and deliver weekly stakeholder reports summarizing project progress, metrics, and key achievements to support informed decision-making.
• Identify and implement opportunities for process improvements, driving better customer experiences and overall team success.

Qualifications

• Banking/FSI Expertise: 4+ years of experience interacting with customers and clients, ideally within the banking or financial services sector.
• Genesys Proficiency: Strong project management experience with Genesys applications and tools, with a clear understanding of their role in enhancing customer engagement and contact center operations.
• Contact Center and CX Expertise: Comprehensive knowledge of contact center technologies, customer experience (CX) strategies, and CCaaS platforms, including IVR/VRU, outbound dialing, WFO/WEM/WFM, and AI-powered self-service solutions.
• Technical Acumen: Proven ability to create and present detailed, actionable weekly reports summarizing project metrics, progress, and key insights for stakeholders.
• Agile Collaboration: Hands-on experience working in Scrum teams, with proficiency in Agile methodologies, story point estimation, and effective sprint planning.
• Exceptional Communication Skills: Strong written communication abilities with impeccable grammar and spelling, ensuring clarity, professionalism, and impact.
• Proactive and Detail-Oriented: A results-driven mindset with a meticulous eye for detail, ensuring accuracy and precision in all documentation and communications.

Nice to have:

• Knowledge of other contact center platforms, such as AWS Connect, Five9, Genesys Cloud, Google CCAI, and NICE CXOne.
• Familiarity with core telephony systems and associated technologies.
• Proven ability to efficiently manage tasks, prioritize workloads, and consistently meet deadlines.

We offer:

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.
• Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
• Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
• Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
• Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.

*Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.

Additional Information

All your information will be kept confidential according to EEO guidelines.