Project Manager - French Speaking

Job Title: Senior Project Manager (CCaaS & Digital Transformation)
Location: Remote / Global Availability (including GMT time zones)
Job Type: Full-Time
Department: Project Delivery & Transformation

Overview

We are seeking a Senior Project Manager to lead high-impact digital transformation programs within the contact center technology space. The ideal candidate brings deep project management expertise, strong stakeholder engagement, and a passion for delivering enterprise-level solutions that drive meaningful outcomes. You’ll manage complex projects end-to-end—from kickoff through to go-live—while ensuring teams are aligned, budgets are on track, and client satisfaction remains a top priority.

Key Responsibilities

Leadership & Accountability

• Act as a brand ambassador for delivery service offerings, ensuring alignment with client expectations and business outcomes.

• Support internal teams through proactive communication, coaching, and clear performance standards.

• Be accountable for project health and reporting across timelines, budget adherence, and delivery quality.

Project Planning & Governance

• Own weekly account updates, forecasting, and budget-to-actual (B2A) reporting.

• Monitor scope changes and oversee related Change Control processes.

• Prepare and maintain project documentation for stakeholders, governance bodies, and steering committees.

• Serve as the escalation point for all issues, risks, and decision-making (IRAAD), ensuring proper mitigation planning.

Project Delivery & Execution

• Manage full project lifecycle, maintaining timeline integrity via tools such as Smartsheet.

• Align internal and external resources to ensure successful execution of deliverables.

• Lead cross-functional collaboration to develop project scope, deliverables, and timelines.

• Coordinate and supervise internal teams and external vendors, including within matrixed client environments.

Documentation & Standards

• Ensure the accuracy and completeness of project documentation, including agendas, recaps, action items, and status reports.

• Maintain integrity of Business Requirements Documentation (BRD), User Acceptance Testing (UAT), and go-live readiness checklists.

• Where applicable, partner with technical teams to define application design and hosting requirements.

Client Engagement & Satisfaction

• Act as an advocate for clients, ensuring issues are escalated and addressed promptly.

• Collaborate with vendor partners to secure necessary support, resources, and technical enhancements.

• Maintain strong client relationships and drive CSAT outcomes of 80%+ across active projects.

• Regularly collect client feedback to optimize project execution and future engagements.

Ideal Candidate Profile

• Language Skills: Fluent in French (Required)

• Availability: Able to support clients across global time zones, including GMT

• Experience: Minimum of 3 years in project/program management with a focus on client-facing roles

• Education: Bachelor’s degree or equivalent experience

• Project Types: Experienced in all phases of contact center and digital transformation, including vendor evaluation, technology implementation, and post-launch roadmapping

• Communication: Exceptional verbal and written communication skills, able to distill complex issues for diverse audiences

• Team Leadership: Proven ability to motivate, manage, and guide cross-functional teams to success

• Industry Knowledge:

  • Familiarity with contact center operations, CCaaS platforms, and industry vendors

  • Working knowledge of CRM systems, knowledge/content platforms, and marketing/eCommerce tools

• Problem Solving: Proactively identifies risks and provides actionable mitigation strategies

• Tools Proficiency:

  • Microsoft Suite (Excel, Word, PowerPoint, Project)

  • Smartsheet, Wrike or other PM tools

• Financial Management: Experience managing project budgets and drafting resource pricing models

• Scheduling: Skilled in building and tracking resource schedules and forecasts

Preferred Qualifications

• Project Management Certification (e.g., PMP, PMI, Agile, Scrum Master)

• Experience with CCaaS platforms such as Genesys Cloud, NICE CXOne, or others

• Strong background in contact center technology and software design

• Experience leading enterprise-level CCaaS implementations from documentation to go-live