Department(s):

Program Management

Location:

Cairo, Egypt

General Objective: We are seeking a strategic Technical Project Manager (TPM) who brings a deep understanding of the software development lifecycle and the contact center ecosystem.

This role is pivotal in driving our innovation forward by leading a diverse portfolio of AI-based projects and managing development requests for our proprietary and third-party contact center software. You will be the bridge between our clients' strategic goals and our technical execution, ensuring seamless project delivery and exceptional client satisfaction.

Job Description

Key Responsibilities:

Project & Development Management

● Independently lead the end-to-end management of multiple high-impact projects, including AI-driven strategies, large-scale software development, and system enhancements for the contact center landscape.

● Oversee development requests for our proprietary contact center software as well as other integrated software platforms.

● Define project scopes, schedules, budgets, and resources, translating complex business requirements into actionable development roadmaps.

● Utilize advanced project tracking tools like JIRA to monitor milestones, manage risks, and report on progress with a high degree of autonomy.

Client Relationship Management

● Serve as the primary technical point of contact for senior-level client stakeholders, building robust, trust-based relationships.

● Deliver compelling project updates, including reporting status updates on campaign launches and progress.

● Conduct strategic requirements-gathering sessions with clients, translating complex needs into detailed project plans.

Technical Leadership & Strategy

● Collaborate closely with and guide development, design, and QA teams to ensure technical deliverables are precisely aligned with business objectives.

● Manage and drive end-to-end software development and integration projects, including state-of-the-art API integrations and backend system enhancements.

● Oversee IVR-related projects, incorporating AI-driven innovations to optimize processes and enhance customer interactions.

Qualifications: Education:

● A Bachelor’s degree in Computer Science, Engineering, or a related technical field is required.

● An advanced degree or relevant certifications (e.g., PMP, Agile, Scrum Master) is a plus.

Experience:

● 5+ years of progressive experience in technical project management with a proven track record of leading complex, high-stakes software projects.

● Significant experience in the contact center or telecommunications environment, with solid exposure to IVR systems and emerging AI technologies, is required.

● Proven success in managing the full lifecycle of large-scale software development and integration projects.

Skills:

● Technical Expertise: A strong technical background rooted in the software development lifecycle, with deep knowledge of managing software integrations, APIs, and backend systems.

● Contact Center Technology: Strategic mindset with experience leveraging AI to drive process enhancements and elevate the customer experience within a contact center environment.

● AI Proficiency: Experienced with various AI tools and possesses an AI-forward thinking mindset to innovate and optimize solutions.

● Client Communication: Exceptional verbal and written communication skills, with proven confidence in engaging senior-level clients.

● Project Management: Deep expertise in Agile and other modern project management methodologies.

● Leadership: Demonstrated ability to mentor and guide teams, fostering a collaborative and innovative work culture.

Key Performance Indicators (KPIs):

● On-Time Delivery: Percentage of projects delivered within agreed timelines.

● Client Satisfaction: High client satisfaction and engagement scores through regular feedback.

● Budget Adherence: Effective management ensuring projects are delivered within allocated budgets.

● Quality of Deliverables: Superior accuracy and completeness of technical and business documentation.

● Team Leadership: Positive feedback from team members and measurable improvements in team productivity.

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