Senior Project Manager

About the Role

NiCE empowers organisations worldwide to transform customer interactions into actionable business intelligence. Our Deployment Services team sits at the heart of that mission, driving the successful implementation of NiCE's cloud customer experience solutions - including the CXone platform for enterprise clients across the globe.

The Senior Project Manager (PM) owns end-to-end delivery of CXone and customer interaction analytics engagements, serving as the primary point of contact for customers throughout the project lifecycle. Engagements include platform deployments, migrations, upgrades, and change orders in cloud environments.

The Senior PM provides strong leadership to align customer and NiCE resources, expectations, and timelines. They facilitate clear, proactive communication across NiCE's functional organisations, including Technical Services, Sales, Pre-Sales, Technical Support, and Consulting Services and act as a trusted advocate for the customer. They hold overall accountability for delivery quality, schedule adherence, and customer satisfaction, while maintaining visibility across all ‘business as usual’ touchpoints including, Customer Success and Support.

Key Responsibilities

Project Delivery & Governance

• Own the full project lifecycle for deployments, upgrades, and change orders, from initiation through to post-go-live handover
• Create and maintain project plans, schedules, RAID logs (Risks, Actions, Issues, Dependencies), and all supporting project documentation
• Manage project scope rigorously, applying a structured change control process to protect delivery integrity
• Identify, assess, and proactively manage project risks and issues, escalating where appropriate
• Coordinate and facilitate project meetings, workshops, and governance checkpoints; maintain accurate minutes and action tracking

Stakeholder Management & Communication

• Serve as the primary customer-facing contact throughout delivery, building trusted, long-term relationships with client stakeholders
• Provide regular, clear project status updates to sponsors, steering committees, and internal leadership
• Manage customer expectations effectively, balancing commercial and delivery pressures with transparency and professionalism
• Collaborate cross-functionally with Sales, Pre-Sales, Technical Support, and Customer Success to ensure seamless handoffs and aligned outcomes

Resource & Financial Management

• Manage internal resource availability, allocation, and scheduling across onshore and offshore teams
• Prepare cost estimates for Deployment Services efforts to be incorporated into Statements of Work (SoWs)
• Draft and review SoWs, ensuring scope, effort, and commercial terms are accurately captured

Process & Continuous Improvement

• Maintain and continuously improve project management processes, templates, and tooling
• Partner with leadership to identify and drive broader process improvement initiatives across the Deployment Services function
• Share lessons learned and best practices across the PM community

Knowledge, Skills & Abilities

• Proven ability to manage multiple concurrent enterprise-scale projects with competing priorities and tight deadlines
• Strong understanding of cloud contact centre platforms, ideally CXone or comparable CCaaS solutions (e.g. Genesys Cloud, Amazon Connect)