Company Description
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
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
