Director - Project Management

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

The TTEC Digital Genesys Partner Practice of customer experience (CX) designers, consultants, engineers, and data scientists, has been awarded Genesys' Partner of the Year award 14 times, hold over 400 certifications, and possess the expertise and relationships to seamlessly integrate the Genesys platform, applications and components into complex, multi-platform environments, to produce predictable results that fuel the exceptional customer experience.

This role will be responsible for leading a team of project managers executing projects to deliver Genesys Contact Center services and solutions to our clients. The Director, Project Management plays a critical role in revenue generation and profitability for the Genesys practice.

What You'll Be Doing

• Manage a team of highly skilled project managers responsible for leading Genesys related contact center technology projects.

• Work with internal and external stakeholders to accomplish organizational and team goals.

• Maintain assigned target utilization goal individually and for the team. Utilization targets for this role may include a reduced version of the Utilization targets assigned to subordinate team members.

• Drive achievement of assigned team goals, including but not limited to forecast to actual revenue, days to close, booked vs actual, project change order revenue and project KPI result targets. Contribute directly to the achievement of these goals as directed by the Genesys practice leadership.

• Manage team utilization and project assignment to balance and maximize utilization of team.

• Collaborate with other Genesys practice directors to ensure seamless and successful project delivery.

• Address and resolve customer escalations per governance, invoking assistance from the Genesys practice leaders as appropriate.

• Prepare and conduct project lessons learned sessions on key projects to capture improvement opportunities and collaborate with appropriate teams in the organization to recommend and facilitate the execution of such improvements.

• Meet with team members on a regular interval one on one to review project status, ensure team is following standards for process and procedures for related systems and reporting and following the Project Implementation Methodology.

• Meet with team members in a group setting on a regular interval to communicate team goals, performance, common training, and company updates.

• Be an active participant in organizational meetings, including but not limited to department meetings, business unit operational meetings, management meetings, etc.

• Train and mentor team members on the department processes and procedures and the Project Implementation Methodology.

• Collaborate with the broader leadership team to drive, collect, and publish enhancements to the Project Implementation Methodology, participating in the development and implementation of those enhancements as needed.

• Review management reports and work with team members to make necessary updates or course adjustments based on those reports.

• Provide sales support related to Project Management and project implementation methodology, as needed.

What You'll Bring to the Role

• 6 - 10 years Senior Project/Program Management experience within a professional services and/or consulting environment.

• PMP or other Project Management Certification strongly preferred.

• Previous experience managing a team of project managers.

• Contact Center operations or contact center solution knowledge is preferred.

• Ability to influence with or without direct supervisory authority in order to address business needs.

• Ability to provide feedback, coaching and mentorship to a team with the goal of fostering a positive, results-oriented team.

• Team player, with the ability to collaborate effectively both within the team and across the organization.

• Ability to travel up to 10%.

What You Can Expect

• The anticipated range for individuals expressing interest in this position is $150,000 to $160,000. This position is eligible to participate in an annual incentive program. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels.  

• Benefits available to eligible employees include the following: Medical, dental, vision, tax-advantaged health care accounts, financial and income protection benefits, paid time off (PTO) and wellness time off.

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About Us

TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.

We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.

TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.

Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.

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