Senior Project Manager – Program Implementation

Work From Office What We Offer Canteen Subsidy Night Shift allowance as per process Health Insurance Tuition Reimbursement Work-Life Balance Initiatives Rewards Recognition What You ll Be Doing Project Management Lead complex multi-phase projects spanning call center operations analytics implementations software development and strategic business initiatives Manage concurrent projects across different domains including speech text analytics platforms such as QEval ObserveAI Verint NICE Genesys or similar business intelligence tools and custom software applications Coordinate third-party vendor implementations including SaaS solutions API integrations and enterprise software deployments Ensure strategic alignment of all projects with Etech s business objectives and client success metrics Technical Project Leadership Oversee software application development projects using Agile Scrum methodologies including requirements gathering sprint planning and release management Manage implementation of speech and text analytics solutions including data pipeline setup model configuration and reporting framework development Lead business insights projects involving data warehousing dashboard creation and automated reporting solutions Coordinate system integrations between contact center platforms CRM systems workforce management tools and analytics platform Stakeholder Management Communication Conduct comprehensive requirements gathering sessions with internal business units and external clients to define project scope and success criteria Develop and maintain detailed Project Design Documents PDD and Standard Operating Procedures SOP for technical and operational projects Facilitate executive-level project reviews and provide strategic recommendations based on project outcomes and analytics insights Manage vendor relationships and contract deliverables for third-party implementations Team Leadership Development Mentor Assistant Project Managers and Project Managers in both technical and soft skills development Lead cross-functional teams including developers data analysts business analysts and operations specialists Conduct performance evaluations and implement professional development plans aligned with technical competency growth Foster collaboration between technical teams business stakeholders and client-facing units Process Optimization Documentation Establish and maintain project management standards for different project types development analytics integration operational Implement project governance frameworks appropriate for technology projects including change management and risk assessment protocols Maintain comprehensive project documentation using enterprise tools and ensure knowledge transfer across teams Contribute to the development of reusable project templates and best practices for recurring project types Quality Assurance Compliance Ensure all projects meet quality standards including user acceptance testing performance benchmarking and security compliance Maintain adherence to PMI standards and Etech s internal project governance policies Oversee data privacy and security requirements in analytics and software development projects Ensure compliance with industry standards relevant to contact center operations and data analytics SUPERVISORY RESPONSIBILITIES Directly supervise and mentor project teams including Assistant Project Managers Project Managers and coordinate with technical leads business analysts and development teams What We Expect You To Have Education Experience Bachelor s degree in Engineering Computer Science Information Technology Business Administration or equivalent professional experience 7 years of project management experience with at least 3 years in contact center technology environments Proven track record managing software development projects analytics implementations and enterprise system integrations Experience with telephony systems speech and text analytics tools and business intelligence platform implementations preferred Technical Knowledge Strong understanding of contact center technologies ACD IVR CTI WFM QM platforms Experience with analytics platforms and tools Tableau Power BI Python R SQL databases will be an added advantage Knowledge of speech and text analytics solutions NLP sentiment analysis voice biometrics Familiarity with software development methodologies Agile Scrum DevOps practices Understanding of API architectures database design and system integration patterns Experience with cloud platforms AWS Azure Google Cloud and SaaS implementations Project Management Skills Proficiency in Project Management Information Systems MS Project Project Libre Jira Monday com Basecamp PMP Scrum Master or equivalent project management certification preferred Advanced skills in Microsoft Office Suite and project documentation tools Experience with change management and risk assessment methodologies Core Competencies Exceptional verbal and written communication skills with ability to present to C-level executives Strong analytical and problem-solving capabilities with data-driven decision-making approach Ability to manage multiple complex projects simultaneously in fast-paced environments Demonstrated leadership skills with experience building and developing high-performing teams Cultural sensitivity and ability to work effectively across global teams and time zones LANGUAGE SKILLS Ability to read analyze and interpret business and technical documents Strong written and verbal communication skills Ability to present to senior leadership and external partners MATHEMATICAL SKILLS Ability to analyze project data KPIs and financial metrics Proficiency in project budgeting and forecasting REASONING ABILITY Strong judgment and decision-making skills Ability to assess project scenarios identify root causes and implement effective solutions PHYSICAL DEMANDS WORK ENVIRONMENT The role is primarily office-based with requirements for extended computer work virtual meetings and occasional travel for client implementations or vendor meetings The position may require coordination across multiple time zones and flexibility for critical project phases Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions Job Title Senior Project Manager - Program Implementation Location Gandhinagar Schedule Shift US Business Hours Dynamic