Senior Project Manager, Contact Center

Presidio, Where Teamwork and Innovation Shape the Future
At Presidio, we’re at the forefront of a global technology revolution, transforming industries through cutting-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