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Ccaas Project Manager Jobs in Washington (NOW HIRING)

DMI

Project Manager

Crownsville, MD · On-site

The Project Manager ensures seamless continuity of current operations while driving measurable ... Drive integration between ServiceNow and CCaaS platforms to deliver a seamless end-user experience.

DMI

Project Manager

Crownsville, MD · On-site

The Project Manager ensures seamless continuity of current operations while driving measurable ... Drive integration between ServiceNow and CCaaS platforms to deliver a seamless end-user experience.

DMI

Project Manager

Crownsville, MD · On-site

The Project Manager ensures seamless continuity of current operations while driving measurable ... Drive integration between ServiceNow and CCaaS platforms to deliver a seamless end-user experience.

Content Guru

Project Manager

Reston, VA · Hybrid

As an experienced Project Manager you will be adept at managing, overseeing and delivering multiple ... Content Guru is the largest privately owned provider of Contact Centre as a Service (CCaaS) in ...

Content Guru

Project Manager

Reston, VA · On-site

As an experienced Project Manager you will be adept at managing, overseeing and delivering multiple ... Content Guru is the largest privately owned provider of Contact Centre as a Service (CCaaS) in ...

Content Guru

Project Manager

Reston, VA · On-site

As an experienced Project Manager you will be adept at managing, overseeing and delivering multiple ... Content Guru is the largest privately owned provider of Contact Centre as a Service (CCaaS) in ...

Titan Technologies

Project Manager, Client Services

Derwood, MD · On-site

$85K - $109K/yr

The ideal candidate has deep hands-on experience with implementing industry leading CCaaS platforms ... The Project Manager serves as the primary leader and single point of accountability for successful ...

System One

Voice Analyst

Leesburg, VA · Remote

... and managed services provider. * Evaluate new products and services. * Lead small projects and ... Experience with Five9 or similar CCaaS platforms (preferred). * Experience supporting federal ...

System One

Voice Analyst

Leesburg, VA · Remote

... and managed services provider. * Evaluate new products and services. * Lead small projects and ... Experience with Five9 or similar CCaaS platforms (preferred). * Experience supporting federal ...

System One

Voice Analyst

Leesburg, VA · Remote

... and managed services provider. * Evaluate new products and services. * Lead small projects and ... Experience with Five9 or similar CCaaS platforms (preferred). * Experience supporting federal ...

System One

Voice Analyst

Leesburg, VA · Remote

... and managed services provider. * Evaluate new products and services. * Lead small projects and ... Experience with Five9 or similar CCaaS platforms (preferred). * Experience supporting federal ...

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All JobsCcaas Project JobsCcaas Project Manager JobsCcaas Project Manager Jobs in Washington

Ccaas Project Manager information

What are the key skills and qualifications needed to thrive as a CCaaS Project Manager, and why are they important?

To thrive as a CCaaS (Contact Center as a Service) Project Manager, you need strong project management expertise, experience with contact center operations, and typically a bachelor’s degree in a relevant field. Familiarity with CCaaS platforms like Genesys or NICE, project management software (e.g., Jira, MS Project), and certifications such as PMP or Agile are highly valued. Exceptional communication, stakeholder management, and problem-solving skills help you lead teams and navigate client expectations. These competencies ensure smooth project delivery, alignment with business objectives, and effective implementation of cloud-based contact center solutions.

What are some common challenges faced by a CCaaS Project Manager during the implementation phase?

A CCaaS Project Manager often navigates challenges such as managing cross-functional teams, aligning stakeholder expectations, and ensuring seamless data migration from legacy systems. Coordinating with IT, operations, and vendor partners requires strong communication and organizational skills. Additionally, adapting to evolving client requirements while maintaining project timelines is crucial for a successful deployment.

What is the difference between Ccaas Project Manager vs Cloud Project Manager?

AspectCcaas Project ManagerCloud Project Manager
CertificationsPMI PMP, CCAAS-specific certificationsPMI PMP, AWS/Azure certifications
Work EnvironmentTelecommunications, cloud communication servicesCloud computing, IT services
Industry UsageTelecom providers, Ccaas solution providersCloud service providers, IT firms

The Ccaas Project Manager focuses on managing projects related to Communications as a Service solutions, often within telecom and communication industries. In contrast, the Cloud Project Manager oversees cloud computing projects across various IT sectors. While both roles require project management certifications like PMP, Ccaas Project Managers specialize in telecom-related cloud services, whereas Cloud Project Managers work broadly within cloud infrastructure and software deployment.

What is a CCaaS Project Manager?

A CCaaS Project Manager is a professional responsible for overseeing the implementation and management of Contact Center as a Service (CCaaS) solutions within an organization. They coordinate project timelines, resources, and stakeholders to ensure the successful deployment of cloud-based contact center platforms. Their role includes managing communication between technical teams, vendors, and business units, as well as handling project risks and delivering solutions on time and within budget. CCaaS Project Managers often have expertise in cloud technologies, contact center operations, and project management methodologies.
What are popular job titles related to Ccaas Project Manager jobs in Washington? For Ccaas Project Manager jobs in Washington, the most frequently searched job titles are:
What job categories do people searching Ccaas Project Manager jobs in Washington look for? The top searched job categories for Ccaas Project Manager jobs in Washington are:
What cities in Washington are hiring for Ccaas Project Manager jobs? Cities in Washington with the most Ccaas Project Manager job openings:
Ccaas Project Manager jobs near you
Infographic showing various Ccaas Project Manager job openings in Washington as of June 2026, with employment types broken down into 1% As Needed, 96% Full Time, and 3% Contract. Highlights an 89% Physical, 3% Hybrid, and 8% Remote job distribution.
Project Manager - CCaaS based Client Support Services

Project Manager - CCaaS based Client Support Services

A&T Systems

MD • On-site

Full-time

Posted 28 days ago

Job description

The Project Manager serves as the single point of accountability for the successful delivery, transformation, and operational performance of enterprise end-user IT services. This role provides strategic leadership across Service Desk, Desktop Support, IT Asset Management, and enabling platforms, including ServiceNow and Contact Center as a Service (CCaaS), ensuring the delivery of an integrated, customer-centric support model.
The Project Manager is responsible for maintaining operational excellence while driving continuous service improvements through process optimization, automation, analytics, and ITIL best practices. Working closely with client leadership, the Project Manager aligns technology services with organizational priorities and ensures the delivery of measurable business outcomes.
Primary Responsibilities
Enterprise Service Delivery Leadership
  • Provide overall leadership and coordination for Service Desk, Desktop Support, and IT Asset Management functions as a unified service delivery organization.
  • Serve as the primary point of contact for client leadership regarding operational performance, strategic initiatives, and service improvements.
  • Ensure service delivery aligns with organizational objectives and evolving digital transformation initiatives.
  • Coordinate cross-functional teams to deliver consistent, high-quality customer support.

Service Transformation & Continuous Improvement
  • Lead initiatives that modernize service delivery through automation, AI-enabled capabilities, and omnichannel support.
  • Promote adoption of self-service technologies, workflow automation, and knowledge management solutions.
  • Develop and maintain a continuous service improvement program using operational metrics, trend analysis, and root cause analysis.
  • Drive measurable improvements in First Contact Resolution (FCR), Customer Satisfaction (CSAT), operational efficiency, and service quality.

ServiceNow Governance & Platform Management
  • Ensure all IT services are delivered using standardized, ITIL-aligned ServiceNow workflows.
  • Collaborate with platform administrators to enhance workflow automation, knowledge management, reporting, and Virtual Agent capabilities.
  • Support integration between ServiceNow and CCaaS platforms to deliver a seamless customer experience.
  • Promote standardized processes that improve consistency, transparency, and operational scalability.

Performance Management
  • Manage performance against all contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
  • Develop dashboards and reporting that provide actionable insights into service performance.
  • Conduct regular operational and executive service reviews with client stakeholders.
  • Monitor vendor and subcontractor performance to ensure compliance with contractual obligations.

Risk & Operational Management
  • Identify, assess, and mitigate operational, technical, and staffing risks.
  • Develop and maintain business continuity and contingency plans.
  • Lead response activities for major incidents, ensuring timely communication, escalation, and resolution.
  • Monitor operational health and proactively address emerging issues.

Transition & Organizational Change Management
  • Lead transition activities including onboarding, knowledge transfer, operational readiness, and service stabilization.
  • Develop transition plans that minimize operational disruption.
  • Support organizational change initiatives associated with new technologies, processes, and service delivery models.
  • Ensure successful adoption of new capabilities through stakeholder engagement and communication.

Stakeholder Management
  • Build collaborative relationships with client executives, agency leadership, business stakeholders, and vendors.
  • Serve as a trusted advisor on service optimization, innovation, operational efficiency, and customer experience improvements.
  • Facilitate collaboration across agencies and business units to standardize service delivery where appropriate.

Requirements
Minimum Qualifications
Education
  • Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
  • Master's degree or MBA preferred.
  • Project Management Professional (PMP) certification preferred.

Experience
  • Minimum of five (5) years of project management experience supporting enterprise IT initiatives.
  • Minimum of three (3) years managing IT Service Desk, End User Support, or IT Operations environments.
  • Demonstrated experience leading large-scale IT service delivery programs in complex, multi-team environments.
  • Minimum of three (3) years experience managing ServiceNow-enabled IT Service Management (ITSM) operations.
  • Strong knowledge of ITIL service management principles and best practices.

Required Knowledge, Skills & Abilities
  • Strong leadership and organizational skills with the ability to manage multiple priorities.
  • Expertise in ITIL-based IT Service Management (ITSM) practices.
  • Experience managing enterprise Service Desk and End User Support organizations.
  • Knowledge of ServiceNow ITSM capabilities and service delivery workflows.
  • Experience implementing service automation and process improvement initiatives.
  • Strong analytical, problem-solving, and decision-making abilities.
  • Excellent written and verbal communication skills, including executive-level presentations.
  • Demonstrated ability to lead cross-functional teams in fast-paced operational environments.
  • Experience managing vendors, subcontractors, and third-party service providers.
  • Ability to manage complex projects from initiation through operational transition.

Preferred Qualifications
  • PMP certification or equivalent project/program management credential.
  • ITIL Foundation or higher certification.
  • Experience supporting enterprise state government or large public sector organizations.
  • Experience managing cloud-based Contact Center as a Service (CCaaS) platforms.
  • Experience overseeing multi-vendor service delivery models.
  • Demonstrated success improving SLA compliance, customer satisfaction, operational efficiency, and service quality through continuous improvement initiatives.
  • Familiarity with AI-enabled service management, automation, and analytics platforms.

Background Requirements
  • Must successfully complete all required background investigations, including fingerprint-based criminal background screening, in accordance with client security requirements.

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