Senior Project Manager, Contact Center

Presidio, Where Teamwork and Innovation Shape the Future
AtPresidio, we're at the forefront of a global technology revolution, transforming industries throughcutting-edge digital solutions and next-generation AI. We empower businesses-and their customers-to achieve more through innovation, automation, and intelligent insights.

The Role
Presidio is seeking an experienced, customer-facing Senior Project Manager to lead the delivery of complex Contact Center and Unified Communications solutions within a Value-Added Reseller (VAR) and IT Systems Integrator environment. This role is accountable for the end-to-end execution of large-scale on-premises, hybrid, and cloud contact center implementations, often involving multiple technologies, vendors, and stakeholders across extended delivery timelines.

The Senior Project Manager owns project outcomes from contract handoff through production rollout and closeout, ensuring strict adherence to Statement of Work (SOW) scope, schedule, budget, margin targets, and customer satisfaction objectives.

This position demands a senior-level delivery leader who is equally strong in client engagement, financial accountability, cross-vendor coordination, and complex technical delivery oversight. Success is measured not only by schedule adherence, but by margin performance, delivery quality, and long-term customer trust.

Responsibilities Include:

Project Delivery & Governance

• Provide end-to-end ownership of all project phases including requirements validation, detailed planning, solution design coordination, build, testing, deployment, stabilization, and formal project closeout.
• Develop, maintain, and actively manage integrated project plans, including work breakdown structures, critical path analysis, milestones, dependencies, and deliverables.
• Enforce project governance standards to ensure projects are delivered on time, within approved budget, and in alignment with contractual commitments.

Financial & Commercial Management

• Own project financial performance, including revenue recognition alignment, cost tracking, billable utilization, and gross margin targets.
• Monitor and control project labor, materials, and third-party costs; provide accurate forecasting, variance analysis, and financial reporting.
• Partner with accounting and operations teams to ensure accurate project billing, cost allocation, and compliance with internal financial controls.

Resource & Stakeholder Management

• Lead cross-functional project teams consisting of Presidio engineering resources, solution architects, third-party vendors, and subcontractors.
• Perform proactive resource planning in coordination with delivery leadership to ensure appropriate staffing, skills alignment, and capacity availability.
• Act as the primary point of contact for customers, executive sponsors, internal leadership, and vendor partners throughout the project lifecycle.

Change, Risk & Quality Management

• Identify, document, and manage project risks, issues, and mitigation strategies; escalate appropriately with clear impact analysis and recommended actions.
• Lead formal change management processes, including scope change assessment, pricing impacts, schedule adjustments, and customer approvals.
• Ensure all deliverables meet Presidio quality standards, contractual requirements, and customer expectations prior to acceptance.

Customer Engagement & Relationship Management

• Drive clear, consistent, and professional communication through status reports, steering meetings, and executive briefings.
• Proactively address client concerns, manage expectations, and resolve delivery challenges to maintain trust and long-term customer relationships.
• Represent Presidio as a trusted advisor, reinforcing a consultative delivery approach that supports repeat business and account growth.

Technology Domain Awareness

Maintain working knowledge and experience with enterprise contact center and collaboration platforms to effectively manage solution delivery, risks, and dependencies, including:

• Cisco Contact Center Express (UCCX) and Contact Center Enterprise (UCCE)
• Cisco Unified Communications
• Cisco Customer Voice Portal (CVP)
• Webex Contact Center and Webex Contact Center Enterprise
• AWS
• Genesys
• Five9
• Twilio Flex
• CCAI

Required Skills and Professional Experience:

• Bachelor's degree or equivalent professional or military experience.
• 7+ years of hands-on experience as a Senior Project Manager delivering complex, customer-facing technology implementation projects within a VAR, systems integrator, or professional services environment.
• Demonstrated experience managing Contact Center and Unified Communications solutions, including cloud, hybrid, and on-prem deployments.
• Proven ability to manage project financials, including margin, utilization, cost controls, and revenue alignment.
• Strong command of formal project management methodologies, documentation, and governance practices.
• Advanced proficiency with Microsoft Project for scheduling, dependency management, and critical path analysis.
• PMP, Agile, or equivalent project management certification preferred

Your future at Presidio

JoiningPresidiomeans stepping into aculture of trailblazers-thinkers, builders, and collaborators-who push the boundaries of what's possible. With our expertise inAI-driven analytics, cloud solutions, cybersecurity, and next-gen infrastructure, we enable businesses to stay ahead in an ever-evolving digital world.

Here,your impact is real.Whether you're harnessing the power ofGenerative AI, architecting resilientdigital ecosystems, or drivingdata-driven transformation, you'll be part of a team that is shaping the future.

Ready to innovate? Let's redefine what's next-together.

About Presidio

Presidio is committed to hiring the most qualified candidates to join our amazing culture. We aim to attract and hire top talent from all backgrounds, including underrepresented and marginalized communities. We encourage women, people of color, people with disabilities, and veterans to apply for open roles at Presidio. Diversity of skills and thought is a key component to our business success.

At Presidio, speed and quality meet technology and innovation. Presidio is a trusted ally for organizations across industries with a decades-long history of building traditional IT foundations and deep expertise in AI and automation, security, networking, digital transformation, and cloud computing. Presidio fills gaps, removes hurdles, optimizes costs, and reduces risk. Presidio's expert technical team develops custom applications, provides managed services, enables actionable data insights and builds forward-thinking solutions that drive strategic outcomes for clients globally. For more information, visit www.presidio.com.

*****

Applications will be accepted on a rolling basis.

Presidio is an Equal Opportunity / Affirmative Action Employer / VEVRAA Federal Contractor. All qualified candidates will receive consideration for this position regardless of race, color, creed, religion, national origin, age, sex, citizenship, ethnicity, veteran status, marital status, disability, sexual orientation, gender identification or any other characteristic protected by applicable federal, state, and local statutes, regulations, and ordinances.

To read more about discrimination protections under Federal Law, please isit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf

If you have any difficulty using our online system and need an accommodation in the job application process due to a disability, please send an email to recruitment@presidio.com for assistance.

Presidio is a VEVRAA Federal Contractor requesting priority referrals of protected veterans for its openings. State Employment Services, please provide priority referrals to recruitment@presidio.com.

Notice to Massachusetts Candidates: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Recruitment Agencies, Please Note: Presidio does not accept unsolicited agency resumes/CVs. Do not forward resumes/CVs to our careers email address, Presidio employees or any other means. Presidio is not responsible for any fees related to unsolicited resumes/CVs.