Project Manager - UCaaS / CCaaS

Project Manager — UCaaS & CCaaS (Contract-to-Full-Time | Remote) About the RolePacketFusion is looking for an experienced Project Manager with a strong background in UCaaS and CCaaS implementations to join our growing team. This is a contract-to-full-time opportunity for someone who thrives in a client-facing environment, knows how to keep complex communication technology deployments on track, and can translate technical moving parts into clear, confident communication for stakeholders at every level.You'll be the connective tissue between our solution architects, vendor partners, and end customers — owning project delivery from kickoff through cutover and hypercare.ResponsibilitiesLead end-to-end project delivery for UCaaS and CCaaS implementations including platforms such as Zoom, RingCentral, Genesys, NICE CXone, and Five9Develop and maintain detailed project plans, milestones, risk logs, and status reports across concurrent customer engagementsServe as the primary point of contact for customers throughout the implementation lifecycle, managing expectations and ensuring a smooth, low-friction experienceCoordinate across internal solution architects, engineers, and vendor professional services teams to align on deliverables and timelinesManage IVR and call flow design reviews, porting schedules (DID/toll-free), and cutover planning in collaboration with technical teamsOversee Workforce Management (WFM) and Quality Management (QM) platform onboarding as part of broader CCaaS deploymentsProactively identify project risks, escalate blockers, and drive resolution before they impact the customerConduct project kickoff meetings, weekly status calls, and post-implementation reviewsMaintain accurate project documentation including SOWs, change orders, cutover runbooks, and handoff materialsSupport continuous improvement of PacketFusion's implementation methodology and project delivery frameworksRequired Qualifications3+ years of project management experience leading UCaaS and/or CCaaS platform deployments from initiation through go-liveDemonstrated ability to manage vendor-led implementations involving platforms such as Zoom, RingCentral, Genesys, NICE CXone, or Five9 — coordinating timelines and deliverables without being the technical resourceWorking knowledge of contact center concepts including IVR design, omnichannel routing, and agent management — enough to hold informed conversations with engineers and set accurate customer expectationsExperience managing number porting schedules, cutover planning, and go-live coordination in a cloud communications migrationStrong client-facing communication and relationship management skills — comfortable leading executive briefings, weekly status calls, and escalation conversationsProven ability to manage multiple concurrent projects independently, tracking milestones, risks, and dependencies across engagementsProficiency with project management tools such as Asana, Monday.com, Smartsheet, or similarPMP, CAPM, or equivalent project management certification preferredHigh school diploma required; Bachelor's degree in Business, IT, Communications, or a related field preferredPreferred QualificationsExperience working at a VAR, MSP, or IT advisory firm delivering third-party technology solutionsFamiliarity with HIPAA, SOC 2, or other compliance frameworks relevant to CCaaS environmentsExposure to CRM integrations (Salesforce, Zendesk, HubSpot) within contact center deploymentsRingCentral, Zoom, or Genesys implementation or partner certificationsExperience with Workforce Management platforms such as Verint, Calabrio, or Zoom WFMContract DetailsType: Contract-to-Full-TimeLocation: Fully Remote (U.S.-based; core business hours required)Start Date: Immediate / Upon Selection