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.