Technical Project Manager

Technical Project Manager, Client Launches

Bring Complex Client Solutions to Life at Sutherland

Are you a skilled and driven Technical Project Manager with a passion for bringing innovative solutions to market? Do you thrive on orchestrating the seamless technical onboarding and migration of major clients in a fast-paced environment? If you possess robust infrastructure project management expertise and deep experience in client launches within the Business Process Outsourcing (BPO) sector, Sutherland invites you to join our dynamic team.

We are a group of dedicated professionals committed to delivering exceptional results for our clients. If you’re looking for a challenging yet rewarding career path where you can make a tangible impact, we want to connect with you.

What You’ll Do: Drive Technical Client Success

As a Technical Project Manager focused on Client Launches and Migrations, you will be the technical orchestrator, leading the charge on multiple high-impact projects. Your core mission will be to ensure all technical prerequisites are met, integrated, and validated to bring new clients online and transition existing ones smoothly to enhanced services. Key responsibilities include:

• Leading the technical execution for numerous client onboarding projects and complex service migrations concurrently.
• Serving as the primary technical point of contact and communication hub across the project lifecycle.
• Directing and coordinating resources across IT, Telecom, and Development teams to fulfill critical voice and data technical requirements.
• Documenting, refining, and executing specific technical requirements for new product lines, programs, and significant change requests.
• Developing, testing, and validating operational contingency plans to ensure business continuity for new and existing programs.
• Collaborating closely with business development teams, providing technical input and assisting with the closure of key contractual elements like Statements of Work (SOW) and Master Service Agreements (MSA).
• Maintaining unwavering focus on delivering projects with zero client escalations stemming from technical readiness.
• Establishing and managing structured meeting cadences, meticulously documenting and distributing meeting minutes to ensure clear communication and timely progress.
• Creating compelling technical presentations to communicate project status, plans, and outcomes to diverse stakeholders.
• Conducting targeted client and industry research related to internet and connectivity requirements.
• Providing dedicated Professional Services Support for IT-related projects, ensuring alignment with broader business objectives.
• Partnering with project team members to champion quality and ensure all technical deliverables meet high standards and are properly handed off to operations and archived (e.g., on SharePoint).

Leading in a Matrix Environment:

You will effectively manage and influence resources assigned to your projects from various functional departments. This involves identifying necessary tasks, requesting skilled team members, and leveraging matrix management to ensure deliverables are high-quality and delivered within crucial project deadlines. Flexibility is key, and working outside standard hours may be required based on project demands.

What You’ll Bring: Essential Skills & Experience

We’re looking for a candidate who not only possesses the technical chops but also the leadership and interpersonal skills to succeed in a client-facing role:

• A Bachelor’s Degree is required; a Master’s degree is preferred.
• A minimum of 5-10 years of technical-based project management experience, specifically focused on client launch and onboarding projects.
• Demonstrated experience working within a BPO environment or similar large-scale technology/infrastructure operations setting is essential.
• Proven expertise in infrastructure project management, including a strong working knowledge of Networking (VPN, Connectivity, Access Control) principles.
• Deep familiarity with core Contact Center Technologies, including IVR, Telecom, Dialer, and Recording Technologies (vendors and products).
• Proficiency with project management and collaboration tools such as Smartsheet (or equivalent), SharePoint, and Webex.
• Crucially, knowledge of Avaya and Genesys platforms, as well as broader Omnichannel technology platforms, is a must.
• Experience with OCI, Azure, Coral Active, Cisco UCCE, Google Cloud, and GKE, or similar cloud and contact center technologies, would be considered a significant asset.
• Exceptional client-facing and interpersonal skills, with a proven ability to build rapport and manage client expectations.
• Strong organizational, facilitation, and leadership capabilities.
• Fluency in English, both written and spoken, with excellent communication skills.
• PMI membership and PMP Certification are preferred qualifications.

Join Sutherland: Build Your Career

Join a company that values drive, expertise, and client success. At Sutherland, you’ll find opportunities to build a fulfilling career alongside passionate, hard-working individuals. If you’re ready to take on the challenge of bringing complex technical solutions to life for major clients, apply today!

All your information will be kept confidential according to EEO guidelines.

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