Senior Client Services Project Manager, CX

So, what’s the role all about?
The Senior Project Manager oversees complex, enterprise‑level implementations of NICE solutions across various customer environments. This role demands advanced project leadership, strong consultative skills, and the ability to influence and guide customers through high‑impact, multi‑system transformation initiatives. The Senior PM acts as the main point of accountability for successful delivery, ensuring scope clarity, solution alignment, risk mitigation, and delivering an exceptional customer experience throughout all project phases.

This role requires seasoned experience managing customer‑facing projects, including integrations with CRM platforms such as Salesforce, Microsoft Dynamics, and ServiceNow, and cross‑functional leadership across Professional Services, Product, Support, and external partners.

Key Responsibilities

Project Leadership & Delivery Excellence

• Serve as the overall engagement Project Manager with end-to-end accountability for delivery, providing leadership, governance, and coordination across all project workstreams, including oversight of partner, vendor, and subcontractor project managers.
• Lead project planning, requirements gathering, timeline management, and delivery governance, ensuring alignment across cross-functional teams, partner organizations, and key stakeholders on deliverables, milestones, requirements, dependencies, and escalation management.
• Manage critical path activities and interdependencies across internal, customer, partner, and vendor teams, ensuring all project components progress cohesively toward go-live readiness and successful business outcomes.
• Drive operational readiness and oversee cutover, migration, hypercare, and post-go-live stabilization activities, ensuring a seamless transition to production and sustained adoption.

Consultative Engagement & Customer Advisory

• Act as a trusted advisor, guiding customers through decision points with clarity, strategic reasoning, and best‑practice recommendations.
• Lead workshops, discovery sessions, and requirement validations that influence customer direction and ensure functional alignment to business objectives.
• Challenge assumptions constructively and steer customers toward scalable, sustainable solutions.
• Provide consultative insight into process optimization, platform capabilities, and system integrations.

Stakeholder Influence & Executive Communication

• Engage confidently with executive stakeholders and decision-makers, ensuring alignment on priorities, risks, and expectations.
• Communicate complex issues simply and effectively to both technical and non‑technical audiences.
• Manage escalations with professionalism and data‑driven clarity, ensuring proactive resolution and customer trust.
• Deliver structured status reports, executive summaries, risk assessments, and progress updates.

Technical & Platform Understanding

• Bring hands‑on experience managing projects involving CRM integrations (Salesforce, Microsoft Dynamics, ServiceNow) and other enterprise systems.
• Collaborate closely with solution architects, engineers, QA, and integration teams to ensure technical feasibility and alignment.
• Understand architectural implications, upstream/downstream impacts, and integration risks.
• Effectively manage change requests, technical dependencies, and solution impacts.

Continuous Improvement & Team Contribution

• Mentor junior Project Managers and contribute to improving delivery methodologies, frameworks, and best practices.
• Capture lessons learned, post‑mortem insights, and improvement opportunities to drive ongoing enhancement of delivery excellence.
• Promote adherence to project governance, documentation standards, and organizational processes.

Required Qualifications

• Bachelor’s degree in Business, Technology, or a related field—or equivalent work experience.
• 8–10 years of experience managing customer‑facing, enterprise‑level technology projects.
• Proven track record of delivering complex, multi‑system implementations in SaaS, CX, cloud, or CRM environments.
• Strong consultative mindset with the ability to influence customers, guide decisions, and navigate ambiguity.
• Exceptional communication skills - verbal, written, executive‑level, and cross‑
• Experience with CRM platforms such as Salesforce, Microsoft Dynamics, or ServiceNow.
• Strong understanding of the software development lifecycle, integration patterns, and cloud technologies.
• Advanced skills in risk management, issue resolution, resource planning, and executive reporting.
• Ability to make sound decisions independently while managing priorities across simultaneous projects.

Preferred Qualifications

• PMP, PRINCE2, Agile/Scrum, or equivalent project management certifications.
• Experience in contact center technology, call recording, telephony, or CX platforms.
• Background working in global, matrixed organizations with cross‑functional delivery teams.

Requisition ID: 11453
Reporting To: Manager, Professional Services
Role Type: Individual Contributor