Senior Project Manager - REMOTE USA

Senior Project Manager

This is a fully remote role.

Why We’re Different: 

Acliviti doesn’t just advise clients - we co-create their vision, align internal teams, and help them stay ahead of what’s next. We are a vendor-neutral consultancy that helps enterprise organizations define strategy, lead execution, and provide ongoing support - all while aligning stakeholders and delivering outcomes that matter. 

We Are: 

• Experts in customer experience delivering operational and technical transformation
• Strategic partners who stay engaged before, during, and after implementation to ensure objectives are achieved
• Boardroom translators - connecting CX vision, technical platforms, and financial value
• Outcome-driven professionals who know 95% of spend is on human capital, not just tech
• Remote-first and cross-functional, with deep expertise across industries

Our Clients Are: 

• Enterprise organizations modernizing their customer engagement ecosystem
• CX, IT, Operations, and Finance leaders seeking true stakeholder alignment
• Teams navigating complex transformation programs with high visibility and high stakes
• Businesses who need business cases, vendor guidance, and enterprise-class execution
• Companies looking to optimize revenue & cost models, reduce friction, and drive customer growth

How We Solve: 

We lead clients through a continuous improvement cycle with three integrated service areas: 

Strategy: We help clients define where they’re going - and how to get there. 

• Customer Experience Design
• Performance Optimization
• Transformation Capabilities

Execution: We lead execution across people, platforms, and processes. 

• Technical Platform & Capabilities
• Operational Management
• Data & Analytics

Managed Solutions & Support: We stay engaged post-launch to ensure long-term success. 

• Operational & Technical Oversight
• Outcome & Expense Management
• Artificial Intelligence & Data Segmentation

Role Overview:

The Sr. Project Manager is responsible for leading successful delivery of complex Contact Center as a Service (CCaaS) transformation projects for enterprise and mid-market clients.  This role oversees multiple workstreams including architecture, engineering, integrations and operational readiness

Our Senior Project Manager Will:

LMA (Lead – Manage – Accountability)

• Own end-to-end delivery of large-scale transformation programs from mobilization through deployment, ensuring accountability for scope, timeline, budget, and outcomes
• Lead cross-functional teams, providing alignment, prioritization, execution discipline, and performance oversight
• Establish clear responsibilities and expectations across all stakeholders
• Drive a culture of accountability, transparency, and continuous improvement

Lead Program Governance & Project Workstreams

• Establish and enforce governance standards, including executive steering committees, risk reviews and delivery meeting cadences, including status reporting, and project documentation
• Ensure all meetings are followed by clear meeting recaps, documenting any risks/decisions and impacts to project timelines.
• Maintain updated RAID logs, program pulse, and tracking tools
• Oversee multiple workstreams, ensuring alignment to program objectives and timelines
• Identify risks, dependencies, and issues early to drive mitigations plans and escalate as needed and updated and tracked in project tools

• Ensure the accuracy of company revenue realization by managing billing milestones with both clients and vendors
• Ensure the accuracy of project resources by managing the project plan and forecasted hours per resource against the assumed project timelines

Lead Leadership & SteerCo Relationships

• Act as a primary interface for client stakeholders and executive leadership
• Lead meetings with clear and concise executive level updates

• Translate complex technical and operational topics into actionable business insights

• Partner with Sales to support ongoing and future client opportunities  

Build Program Plan& Level of Effort (LoE)

• Develop and maintain detailed program plans, including timelines, milestones, dependencies and resource forecast/allocation
• Ensure project plans are accurately forecasted and updated weekly
• Proactively manage resource planning across multiple projects, ensuring visibility into demand and capacity
• Drive short-term planning discipline by reviewing and aligning 2–6-week sprint planning across delivery teams
• Ensure projects plans are updated weekly to support accurate weekly reporting and forecasting projections
• Support and manage Level of Effort estimates and support SOW development

Lead CSAT Milestones & Results

• Own CSAT throughout the program lifecycle
• Identify and track key customer KPIs and metrics that inform stakeholders and identify actionable insights that drive rapid decision making
• Monitor delivery health and proactively address gaps
• Lead post-go-live reviews to ensure continued value realization
• Ensure consistent delivery of high-quality outcomes

Our ideal candidate will:

• Have 5-7 years of experience in project/program management and customer facing work in the (CCaaS) digital transformation space
• Have a Bachelor's Degree or higher
• Be comfortable in all stages of a contact center & digital transformation project, from evaluating vendors, implementing new technology, customer roadmap discussions, and post go-live support
• Demonstrate excellent verbal and written communication skills with the ability to translate complex findings to non-technical audiences
• Prove to be highly motivated, with demonstrated success leading cross-functional project teams
• Have functional knowledge of technical platforms such as Salesforce and Smartsheet

• Be proficient in Microsoft product suite
• Have the ability to manage budgets for transformational programs related to projects/workstreams
• Have experience owning and managing individual and team tasks, deliverables 

Preferred Qualifications:

• Have a Project Management Certification (PMI, PMP), Agile (PMI-ACP), Scrum Master (CSM) or related certifications
• Experience with NICE CXone , Genesys Cloud, other cloud telephony platforms a plus
• A strong background and understanding of contact center technology and industry-leading CCaaS solutions, and must be able to articulate their technical differences and business value to a wide range of audiences
• Experience in CCaaS software design, documenting and implementing enterprise-level clientele

You will love our culture if you are: 

• An ambitious intrapreneur who loves building new things.
• Someone that loves technology, process as well as numbers – and all the space in between – to figure out the right balance of features, functionality, and affordability for each client
• Comfortable communicating through a variety of mediums with many different audiences and objectives
• Great at anticipating and solving problems – individually, internally, and for our clients
• An organized self-starter who is always eager to learn something new
• Comfortable adapting to new situations and solving new problems with the pace and occasional ambiguity that occurs in high-growth businesses
• A positive force who enjoys working closely with new people and exploring new ideas
• Driven by seeing your work have a direct impact

ACG has a competitive benefits package including: 

• 100% coverage of employee health care, vision, and dental insurance
• HSA & FSA plans available
• Disability & Voluntary Benefits available
• 401(k) plan with a 4% employer match
• Generous variable comp opportunity
• Work-from-home monthly incentive
• Inclusive remote working environments