Project Manager - UCaaS / CCaaS Solutions

About the role

Softgic is looking for a dynamic Project Manager / Business Analyst to join its growing team in Bogotá. The role works directly with clients or as part of a client team, implementing Unified Communications as a Service (UCaaS) or Contact Center as a Service (CCaaS) platforms and managing projects so clients achieve their desired outcomes and ROI.

Key responsibilities

• Develop and manage project plans, timelines, budgets, documentation, deliverables, schedules, status reports and meeting notes.
• Track project progress, action items, issue resolution and key decisions throughout the project.
• Create and document go-live checklists and User Acceptance Testing (UAT) plans, and maintain project documentation and repositories.
• Document operational processes and organizational structures, and support the creation of presentations and project materials.
• Analyze operational and financial data to demonstrate the impact of proposed solutions.

Required profile

• 2-4 years of professional work experience; a Bachelor's degree is strongly preferred.
• Fluent English, with strong written and verbal communication skills.
• Proven experience in Project Management and Business Analysis.
• Familiarity with contact center operations, including voice and digital channels and related technology solutions.
• Ability to understand English fluently and document information accurately during client and internal team calls.

Required skills

• Strong analytical skills.
• Microsoft Office 365, especially PowerPoint, Excel and Word.
• Project management and workflow tools such as Lucidchart, Smartsheet, ClickUp, Asana, Monday.com or similar.
• Experience with Genesys, NICE CXone, Five9 or other contact center platforms is a plus.
• Interest in AI-driven technologies is a plus.