IT Project Manager (Infrastructure & Cloud)
The Infrastructure Project Manager leads the planning and delivery of cloud and infrastructure initiatives that support critical business services, with a strong focus on contact center platforms and related integrations. This role drives end-to-end execution across scope, schedule, budget, and risk, partnering with engineering teams, security, operations, business stakeholders, and external vendors to deliver reliable outcomes.
The ideal candidate is a hands-on delivery leader who brings strong project governance, clear communication, and the ability to manage complex dependencies across cloud, network, voice/telephony, and application integration teams.
Key Responsibilities:
- Lead infrastructure and cloud programs from initiation through closure, ensuring delivery within agreed scope, timeline, budget, and quality.
- Partner with stakeholders to define business outcomes, success metrics, deliverables, and acceptance criteria.
- Build and maintain project plans (schedule, milestones, resource needs, dependencies, and critical path).
- Drive execution across cross-functional teams (cloud, network, voice/telecom, security, app/integration, operations), removing blockers and escalating appropriately.
- Manage project governance including RAID logs, change control, decision tracking, and executive-ready reporting.
- Coordinate vendor and carrier engagement, including statements of work, milestone tracking, and performance management.
- Plan and execute cutovers/migrations with minimal disruption, including communications, rollback planning, and hypercare.
- Ensure operational readiness: documentation, handoffs to operations, monitoring, runbooks, and support models.
- Ensure alignment with security, compliance, and regulatory requirements (e.g., privacy, access controls, recording policies; PCI where relevant).
- Conduct post-implementation reviews and implement process improvements for future delivery.
- Bachelor’s degree in IT, Engineering, Computer Science, or related field (or equivalent experience).
- 4–7 years of project management experience delivering infrastructure and cloud initiatives in an enterprise environment.
- Proven experience leading projects in AWS and/or Azure, including connectivity, foundational services, and migration/cutover planning.
- Strong familiarity with contact center platforms (CCaaS) such as Genesys Cloud, Amazon Connect, NICE, Five9 (or similar), plus integrations with tools like Salesforce, ServiceNow, WFM/WFO.
- Working understanding of contact center dependencies, such as:
o Voice/SIP concepts, routing/IVR flows, and number provisioning/porting
o Network readiness, QoS, VPN, ExpressRoute/Direct Connect (as applicable)
o End-user readiness (softphones/headsets; VDI considerations if applicable)
o Recording, analytics/reporting, retention, and access controls- Strong stakeholder management and communication skills; comfortable presenting status, risks, and options to senior leaders.
- Experience managing vendors/partners and coordinating deliverables across multiple workstreams.
- Proficiency with tools such as Jira, Smartsheet/MS Project, ServiceNow, Azure DevOps, and documentation in Confluence/SharePoint.
- Experience with delivery methods (Agile, Waterfall, and hybrid) and applying the right approach by workstream.
Preferred:
- PMP (or CAPM with strong experience), ITIL Foundation, Agile certification (CSM/SAFe), and/or AWS/Azure fundamentals.
- Experience supporting after-hours implementation windows as required for cutovers.