Job Title:

Job Description

Role: 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 betweenNICE CXone,Salesforce Service Cloud,on-prem services, andSnowflake 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 inproject managementfor large-scale enterprise transformation programs.

• Proven experience deliveringcontact center,customer experience, orCX platform transformation initiatives.

• Experience managingSaaS implementationsandcomplex system integrations.

• Strong understanding of integration coordination across platforms such asNICE CXone, Salesforce Service Cloud, on-prem applications, and Snowflake.

• Expertise inproject 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 agoverned enterprise delivery framework.

Preferred Skills

• Direct experience with theNICE CXone platform.

• Familiarity withSalesforce Service Cloudintegrations.

• Experience working withSnowflakeand enterprise analytics-related data integrations.

• Exposure tocall center modernization,customer service transformation, oromnichannel platform implementations.

• Understanding of enterprise architecture, data models, and integration dependencies in transformation programs.

Qualifications

• Bachelors degree inBusiness, Information Technology, Computer Science, or a related field.

• Significant experience managingenterprise 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 managingNICE 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: 06/28/2026. 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.

#LI-Onsite
#Omaha
#Nebraska

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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.