Sutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For over 30 years, we have been entrusted with caring for our clients’ customers - a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible - instantaneous, relevant, predictive and frictionless. As an early pioneer in robotic automation, we added to our core through steady investment and acquiring key capabilities. Our design capabilities marry human insight, design-thinking, and process engineering. To make these designs come to life as envisioned by our designers, we employ the latest in robotic automation, conversational AI techniques with a range of AI-ML enhanced products and cloud-based platforms.
We believe that the best relationships come from trust and value. In addition to delivering exceptionally engineered experiences, we help our clients improve their productivity, reduce costs, enhance customer loyalty, build additional revenues, reduce time-to-market and efficiently enter new markets. We also stand by our results. Sixty-one percent of our business is outcome based, ensuring our success is clearly tied to our clients’ success. We think that is pretty simple for our clients to understand, and it adds to trust and transparency. Today, over 60 percent of our revenues come from clients with us for more than 11 years. Forty percent of our revenues come from Fortune-50, and 56 percent from Fortune-500 clients.
Though we have a rich history, our sights are, and always have been, anchored deeply in the future. We are optimistic about the benefits industry and society will see as human–machine collaboration continues to enhance what people can do. Our offerings deliver on this whether they are Sutherland Anywhere, enabling a secure remote work environment or Sutherland Connect, delivering data-rich, omni-channel services. Our deep product and platform expertise is trained on solving human problems before they emerge, and on how we wrap services around them - hiring, training, performance, security and more - to solve those problems for our clients from end to end.
Job Description:
Sutherland is seeking an attentive and goal-oriented professional to join us as a Technical Project Manager for client launches. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have strong infrastructure project management skills and the client launch experience to help us succeed, we want to work with you!
KEY RESPONSIBILITIES & DESIRED SKILLS
- MUST be able to work within US Eastern time hours, typically between 8AM to 5PM, though actual hours will depend on project, program, or business needs
- Oversee multiple project activities associated with the onboarding of major clients, and migrating existing clients to new products and services
- The necessary organization, facilitation and leadership attributes to successfully satisfy customer and Sutherland-generated requirements
- Familiarity with managing procurement and tools such as Ariba
- Use of Project Management and collaboration solutions such as Smartsheet (or equivalent), A working knowledge of SharePoint & Webex
- Skilled in Networking (VPN/Connectivity/Access Control), IVR, Telecom, Dialer, Recording Technologies (vendors & products)
- Prior experience in the BPO infrastructure and/or technology operations preferred
- Knowledge of Genesys Platforms or similar technologies is a must
- Experience implementing Coral Active or similar universal agent desktop solutions, or WebRTC experience preferred
- Experienced with / knowledgeable about managing or deploying Cisco UCCE (Unified Contact Center Enterprise) and UCCE components preferred
- Experience with OCI, Azure, Google Cloud, GKE, or similar technologies would be an asset
Project Management Responsibilities:
- Oversee all communications throughout each project
- Manage IT, Telecom, and Development resources to complete voice, omnichannel, and data-based requirements
- Risk & Issue Management: Identify, assess, and mitigate project risks, resolving obstacles as they arise.
- Document and execute upon specific requirements associated with new product, program/LOB launches; manage major change requests
- Develop and test operational contingency plans for new and existing programs
- Assist the business development team in growing existing accounts and in closing critical business items such as statements of work and master service agreements
- Ensure there are zero client escalations
- Be able to establish cadence for regular meetings to meet required due dates and to maintain strong collaboration and coordination across project team members supported by preparing and issuing Meeting minutes in a timely manner
- Create, develop and assemble presentations as needed
- Perform internet-related client and industry research
- Maintain and publish
Professional Services Support Responsibilities:
- Support and manage projects on behalf of IT
- Partner closely with project team members to drive quality results and deliverables
- Ensure all required deliverables are of high quality and completed to support hand off to Operations and stored appropriately on SharePoint
Supervisory Responsibilities:
- Identify tasks and request resources from functions to be assigned to project team, then work in matrix management to ensure completed work is of high quality and within project deadlines.
- Working outside normal hours may be required as project needs dictate
- Partner with other Project Managers on migrating our clients to new solutions
Qualifications:
QUALIFICATIONS
- Bachelor’s degree is required. Master’s degree preferred.
- 5-10 years of technical-based project management experience – specifically performing client launch type work within a BPO environment/industry
- Excellent client-facing and interpersonal skills
- PMI membership and PMP Certification is preferred
- Fluent in English, both written and spoken
All your information will be kept confidential according to EEO guidelines.
