CallCenterNinjaRole: Project Manager - Call Center Transformation
Location: Omaha, NE (Onsite – 5 days a week)
Job Description:
We are looking for an experienced Project Manager to lead and coordinate the delivery of a call center transformation initiative centered on the implementation of the NICE CXone platform and its integration with Salesforce and Snowflake to support a unified customer experience and enterprise analytics capabilities. The ideal candidate will have strong experience managing large-scale transformation programs, complex system integrations, and cross-functional delivery across business, technology, vendor, and third-party teams. Experience with the NICE CXone platform is strongly preferred.
Key Responsibilities
Lead end-to-end delivery of the call center transformation program, ensuring alignment with scope, schedule, budget, and quality objectives.
Drive overall program governance, including detailed project planning, milestone tracking, risk management, issue management, and status reporting.
Coordinate delivery across client teams, vendors, implementation partners, and third-party stakeholders.
Manage integration dependencies between NICE CXone, Salesforce Service Cloud, on-prem services, and Snowflake data pipelines.
Ensure all workstreams align with defined architecture, data models, technical design, and business requirements.
Maintain integrated project plans and track progress across multiple cross-functional workstreams.
Provide regular executive-level reporting on project status, milestones, risks, dependencies, and decisions required.
Proactively identify, assess, and mitigate risks to project scope, schedule, quality, and delivery outcomes.
Facilitate communication and collaboration across business, technology, operations, and data teams.
Support governance forums, steering committees, and decision-making processes throughout the program lifecycle.
Ensure project execution follows enterprise delivery standards, controls, and governance frameworks.
Drive accountability across teams to ensure timely completion of deliverables and successful program execution.
Required Skills
Strong experience in project management for large-scale enterprise transformation programs.
Proven experience delivering contact center, customer experience, or CX platform transformation initiatives.
Experience managing SaaS implementations and complex system integrations.
Strong understanding of integration coordination across platforms such as NICE CXone, Salesforce Service Cloud, on-prem applications, and Snowflake.
Expertise in project planning, milestone tracking, RAID management, stakeholder communication, and executive reporting.
Ability to manage cross-functional teams and coordinate activities across business, technology, and external partners.
Strong risk management and problem-solving capabilities.
Excellent communication, leadership, and stakeholder management skills.
Ability to operate within a governed enterprise delivery framework.
Preferred Skills
Direct experience with the NICE CXone platform.
Familiarity with Salesforce Service Cloud integrations.
Experience working with Snowflake and enterprise analytics-related data integrations.
Exposure to call center modernization, customer service transformation, or omnichannel platform implementations.
Understanding of enterprise architecture, data models, and integration dependencies in transformation programs.
Qualifications
Bachelor’s degree in Business, Information Technology, Computer Science, or a related field.
Significant experience managing enterprise programs or transformation projects.
Demonstrated success in coordinating large, multi-vendor, cross-functional delivery initiatives.
Experience in regulated or highly governed enterprise delivery environments is a plus.
Ideal Candidate
Has hands-on experience managing NICE CXone-related transformation programs.
Can confidently lead executive reporting, governance, and cross-team coordination.
Understands how to manage both business and technical dependencies in a complex integration landscape.
Brings a structured, proactive, and delivery-focused approach to large transformation initiatives.
The base salary for this position is $ 92,250 to $94,538 plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program, 401(k) retirement plan, paid time off and holidays and paid learning days.
The deadline to apply for this position is: 06/16/2026. This position is for an existing, immediate vacancy. We are currently seeking to fill this role with an individual who can start as soon as possible.
As part of the hiring process, candidates may be required to undergo background screening and identity verification, where permitted by applicable law and consistent with the requirements of the role. Certain verification processes used by the Company or its service providers may involve technologies that rely on biometric identifiers or biometric information, where permitted by law. If biometric identifiers or biometric information are collected, used, or stored, the Company will provide the legally required disclosures and obtain any required written consent prior to such collection, and will handle such information in accordance with applicable biometric privacy laws and Company policies.
#LI-Onsite
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Physical and Mental Requirements:
The employee is regularly required to operate a computer, keyboard, telephone/headset, and/or other office equipment as essential functions of this position. Work is generally sedentary in nature.
Equal Employment Opportunity:
Concentrix is an equal opportunity and affirmative action (EEO-AA) employer. We promote equal opportunity to all qualified individuals and do not discriminate in any phase of the employment process based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy or related condition, disability, status as a protected veteran, or any other basis protected by law.
For more information regarding your EEO rights as an applicant, please visit the following websites:
· English
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Accommodation:
Concentrix welcomes and encourages applications from candidates with disabilities and is committed to providing an inclusive recruitment process. If you require reasonable accommodation to participate in any stage of the application or interview process, please let us know. Requests may be made by contacting app.acco@concentrix.com. All information will be treated confidentially and used solely to facilitate your participation in the recruitment process.
Artificial Intelligence:
As part of our recruitment process, we may use artificial intelligence (AI) tools to assist in the screening and/or assessment of job applicants. These tools could be used to evaluate resumes, applications, and other materials submitted to help us identify the best candidates for the role.
Work Authorization:
In accordance with federal law, only applicants who are legally authorized to work in the United States will be considered for this position. Must reside in the United States or have a valid U.S. address for residence.
For further information on available work states and Equal Employment Opportunity as an applicant, please click HERE