1737 - UCaaS - Project Manager / Business Analyst

We are seeking a Project Manager / Business Analyst to join our consulting team and support client engagements focused on Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) implementations. This role will work directly with clients and internal teams to manage projects, coordinate deliverables, document business requirements, and ensure successful platform deployments that achieve desired business outcomes and ROI.

Requisitos

• 2+ years of experience in Project Management and/or Business Analysis.
  
• Strong experience supporting or managing UCaaS and/or CCaaS implementation projects (required).
  
• Familiarity with contact center operations, customer experience environments, voice and digital channels.
  
• Professional fluency in English, both written and spoken, with the ability to actively participate in client meetings and document discussions in real time.
  
• Strong analytical and problem-solving skills.
  
• Advanced proficiency with Microsoft 365 applications, including Excel, PowerPoint, Word, Teams, and Outlook.
  
• Experience with project management and workflow tools such as Smartsheet, Lucidchart, ClickUp, Asana, Monday.com, or similar.
  
• Ability to create and maintain project documentation, status reports, risk assessments, and process maps.
  
• Excellent organizational, communication, and stakeholder management skills.
  
• Ability to manage multiple projects and priorities in a fast-paced consulting environment.
  

Preferred Qualifications

• Bachelor's degree in Business, Information Technology, Engineering, or a related field.
  
• Experience with contact center platforms such as Genesys, NICE CXone, Five9, or similar.
  
• Experience with AI-driven technologies, automation, or customer experience solutions.
  
• Consulting or client-facing project experience.
  

Key Responsibilities

• Develop and maintain project plans, timelines, budgets, status reports, and project documentation.
  
• Coordinate project activities, deliverables, milestones, and schedules across multiple stakeholders.
  
• Track project progress, action items, risks, issues, and decisions throughout the project lifecycle.
  
• Facilitate project meetings and document meeting notes, outcomes, and next steps.
  
• Create and maintain go-live checklists, User Acceptance Testing (UAT) plans, schedules, and supporting documentation.
  
• Ensure all project artifacts, client data, recordings, transcripts, and documentation are properly organized and stored.
  
• Document business processes, workflows, operational procedures, and organizational structures.
  
• Support the creation of presentations, executive reports, and client-facing materials.
  
• Analyze operational and financial data to identify improvement opportunities and measure business impact.
  
• Collaborate with clients, vendors, and project teams to ensure successful implementation and adoption of solutions.