Senior Project Manager, Contact Center

About 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• 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

Requirements

• 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.

What This Role Requires

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.

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.

Benefits

Presidio is an Equal Opportunity Employer Disability/Vets. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected categories.

Pay

Presidio has a strong commitment to the community we serve and our employees. As an Equal Opportunity Employer, we strive to have a workforce that includes the community we serve.

Schedule

Presidio is a VEVRAA Federal Contractor requesting priority referrals of protected veterans for its openings.