Kapture CX

Position : Senior Technical Project ManagerLocation : BangaloreExperience : 8+ yearsCompany OverviewKapture Cx is a leading Enterprise-grade, SaaS-based Customer Support Automation platform that provides businesses with an all-in-one customer service solution. Designed to be more than just a help desk, our cloud CRM is engineered to meet the dynamic needs of any industry. As the preferred choice for top brands like Nykaa, Meesho, and Unilever, Kapture Cx empowers businesses globally to build and automate a world-class customer support ecosystem.Position Overview :We are seeking a seasoned and dynamic Senior Technical Project Manager to lead and manage the full project lifecycle of complex SaaS implementation projects. This position demands a highly experienced individual with a strong background in technical project management, agile methodologies, team leadership, and client-facing technical discussions. The successful candidate will be instrumental in delivering project excellence, driving solution architecture, and ensuring seamless integration with client systems to exceed all expectations.Key Responsibilities :Project Leadership : - Take full technical ownership of assigned projects, ensuring their successful execution from initiation to go-live within a defined scope and timeline.- Act as the primary point of contact for customers, leading technical project discussions and defining detailed requirements for platform configuration and API integrations.- Drive the design and implementation of technical solutions, ensuring they are aligned with complex client requirements and core business objectives.- Maintain a project tracker in tools like Jira or Asana, meticulously tracking sprint progress, burn-down charts, and proactively escalating risks to leadership.Team Management : - Lead, mentor, and manage a team of project managers and technical resources.- Serve as a liaison between development, QA, and other technical stakeholders to streamline workflows and ensure adherence to Jira processes.- Conduct daily scrum meetings to monitor progress, resolve blockers, and ensure the team meets all sprint commitments and project milestones.Stakeholder Engagement : - Conduct regular technical status meetings, acting as the primary bridge between engineering teams and business stakeholders.- Proactively communicate with customers to provide technical updates, address concerns, and identify opportunities for platform optimization.- Collaborate with cross-functional teams to troubleshoot technical challenges and streamline workflows for a smooth project delivery.Risk Management and Problem Solving : - Identify technical project risks related to integration, data migration, and scalability.- Implement robust mitigation strategies to ensure smooth delivery and minimize technical debt.- Troubleshoot and resolve complex technical and operational issues, ensuring quick resolution to maintain project timelines.Process Optimization : - Implement and enforce agile industry best practices to improve project management workflows and efficiency.- Innovate processes to enhance the effectiveness of technical project execution and team velocity.- Ensure adherence to project SLAs and compliance standards in all project activities.Required Skills & Qualifications :- Bachelors or Masters degree in Computer Science, Information Technology, or a related technical field.- 8+ years of professional experience in project management, with a minimum of 3 years in a senior or team-handling role.- Proven track record of managing and delivering multiple, high-impact technical projects on time and on budget.- Strong team-handling experience with a focus on mentoring and skill development.- Proficiency in project management tools such as Jira, Asana, or MS Project, including dashboard creation and reporting.- Experience in conducting technical business reviews and client presentations.- Certifications such as PMP or Scrum Master are a significant plus.Preferred Skills :- A strong background in managing SaaS implementation projects.- Experience with API-driven solutions, data migration, and custom workflow automation.- A deep understanding of customer support automation platforms and related technologies.- Proven experience in a technical client-facing role. (ref:hirist.tech)