Company Description
Etech Global Services, founded in 2003 in Nacogdoches, Texas, has grown organically to become a global contact center leader with over 3,600 employees across 8 locations in the U.S., Jamaica, and India. We handle over 200 million voice, chat, and email interactions annually and conduct 54 million quality evaluations each year. Our comprehensive CX capabilities include omnichannel support, outbound sales, customer retention, technical support, and advanced QA analytics. Etech is built on servant leadership, combining intelligent automation with human empathy to deliver exceptional customer experiences and innovative solutions.
The Senior Project Manager - Program Implementation is responsible for leading the end-to-end execution of complex, multi-disciplinary projects across Etech's diverse technology and business intelligence portfolio. This role encompasses managing call center operations projects, speech and text analytics implementations, business insights and reporting initiatives, software application development projects, third-party tool integrations, and strategic organizational initiatives. The position requires a seasoned professional who can navigate technical complexities while ensuring business objectives are met through effective stakeholder management, cross-functional team leadership, and robust project governance.
The ideal candidate will have proven experience in managing technology-driven projects in contact center environments, with strong technical acumen in analytics platforms, software development lifecycles, and enterprise integrations. This role demands exceptional communication skills to bridge technical and business stakeholders, along with the ability to mentor junior project managers while driving continuous improvement in project delivery excellence.
QUALIFICATIONS:
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
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 platforms
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..
REQUIRED QUALIFICATIONS:
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.
