Senior Project Manager - AWS Amazon Connect (Federal-Tied Engmt) at Waterfield Tech

United States

$110k - $137.5k

Senior Project Manager – AWS Amazon Connect (Federal-Tied Engagement)   Company Overview Waterfield Tech enables companies to select, design, and deploy tailored customer engagement solutions from the world’s leading providers enhanced by cutting edge Applied AI. The results are happier customers, enhanced insights, and lower costs.    Once live, we empower companies to support, optimize, and modernize those solutions and AI applications, leading to lower risk and increased efficiency. Our client-centric process and track record of success have earned the trust of clients around the world when it comes to customer interaction.    We value our people—their diversity, their dedication, and their commitment to customer satisfaction. We encourage each other. We understand the value of hard work and the importance of a healthy balance. We’re all on the same page… even though we may get there from different perspectives. All in all, it’s a pretty cool place to be and we’re growing our global team of engineers, sales professionals, and creative souls.  Position Summary Waterfield Tech is seeking an experienced Senior Project Manager to lead the delivery of complex AWS Amazon Connect implementations and modernization projects in support of a commercial Waterfield Tech customer whose work is tied to a U.S. Federal Government program. This individual is the senior delivery owner for the engagement — managing scope, schedule, financials, and risk through the full project lifecycle while operating within the additional governance and security expectations that accompany federal-tied delivery. The Senior Project Manager has the authority to run the project on a day-to-day basis, partners closely with other Waterfield teams and customer stakeholders, and serves as the central point of accountability for delivering best-in-class customer service. Because of the federal nexus of this engagement, the successful candidate must be eligible to obtain a U.S. Government security clearance; an existing active Secret clearance is strongly preferred. Key Responsibilities * Manage a portfolio of complex, multi-workstream projects spanning customer experience, contact center, unified communications, Applied AI, and cloud migration engagements; own the full project lifecycle including scope, schedule, resource planning, budget, risk, change, and stakeholder communication. * Review proposal material, SOWs, and executed contracts to determine scope; request resources from matrixed support organizations; ensure contractual compliance with all RFP and SOW terms while delivering best-in-class customer service. * Partner with sales, solution consulting, and pre-sales engineering on opportunity scoping, level-of-effort estimation, and Statement of Work development for new and in-flight customer expansions. * Lead go-live event planning, production change management, and Day 1 post-launch incident support; lead transition to Day 2 support per Waterfield Tech standards. * Build and motivate cross-functional project teams; serve as the central point of contact between technical teams, customer stakeholders, vendors and subcontractors, and Waterfield Tech leadership. * Establish and maintain client relationships, manage expectations of project sponsors, and manage external vendor relationships including SOWs, deliverable acceptance, and invoice validation. * Provide coaching, mentorship, and on-the-job training to junior project managers, project coordinators, and team members. * Identify, assess, and mitigate risks and issues; manage project change requests through formal change control with impact analysis, approvals, and downstream communication. * Lead AI enablement capabilities — including virtual agents, agent assist, real-time analytics, and AI-powered self-service. * Apply AI-powered solutions to project delivery itself — including automated status reporting, predictive risk analysis, meeting summarization, action-item tracking, and automated documentation — within the security and compliance constraints of the federal-tied environment. * Adhere to stage-gate quality and control guidelines and Waterfield Tech project management standards, including booking, time entry, and project operations within Microsoft Dynamics 365 / Project Operations. * Provide status reporting on milestones, deliverables, dependencies, risks, and issues to leadership and stakeholders; deliver progress reports, dashboards, and steering committee updates. * Track and report customer-outcome metrics at the project level — including CSAT, NPS, on-time delivery, schedule variance, and cost variance — and surface trends and corrective actions to PMO leadership. * Conduct lessons-learned sessions upon project closure, produce after-action reports, and contribute to PMO process improvement and continuous-improvement initiatives. * Continue professional development to keep abreast of emerging technologies, methods, and best practices; perform other duties as assigned by leadership. Primary Technical Project Experience (One or more of the following required) * AWS Amazon Connect implementations and migrations, including contact-flow design, routing profiles, queues, hours of operation, and agent experience configuration. * Migrations from legacy on-premises or other cloud contact center platforms to other contact center providers, including dual-running cutover plans, number porting, IVR/IVA translation, and reporting reconciliation. * Delivery within environments that have heightened security, compliance, and access-control requirements. Education, Experience & Qualifications Education & Experience * Bachelor's Degree from an accredited college or university required; Master's Degree a plus. Emphasis in Project Management, Information Technology, or Business Leadership preferred. Equivalent work experience will be considered. * Required: Prior experience as a Technical Project Manager at a manufacturer or vendor business partner (e.g., Avaya, Cisco, Genesys, Five9, Zoom, Microsoft, an AWS Partner Network member, or similar) delivering customer-facing projects on behalf of the partner. Internal/end-customer-only PM experience is not equivalent for this role. * 8+ years of experience managing complex technical projects, including tracking and planning. * 4-7 years of related experience in a project management or delivery leadership role. * 5+ years of experience working with business stakeholders within a cross-functional matrix environment. * 1+ years of experience gathering and documenting requirements directly with the client or business. * Extensive understanding of project and program management principles, methods, and techniques (Waterfall, Agile, Hybrid). * Demonstrated experience leading multi-vendor delivery and integration projects across customer engagement, telephony, and cloud platforms. * Demonstrated experience leading legacy-to-cloud migrations and platform transitions for enterprise customers. * Required: Active Certified ScrumMaster (CSM) certification. Equivalent Agile certifications (PMI-ACP, SAFe Scrum Master, PSM I/II) will be considered. * Required: Demonstrated hands-on Agile delivery experience leading Scrum or Kanban teams through sprint planning, daily standups, sprint reviews, and retrospectives, including running ceremonies, managing the backlog, and partnering with a Product Owner. Hybrid Agile/Waterfall delivery experience also expected, given the federal-tied delivery context. Technical Project Experience (preferred but not required) * Experience with AWS Connect. * Familiarity with AWS GovCloud (US) and FedRAMP-aligned delivery patterns. * Familiarity with NIST 800-53 / NIST 800-171, FISMA, FedRAMP, and CMMC control frameworks at a working PM level. * Experience delivering projects across the broader Waterfield Tech contact center and unified communications portfolio — including Five9, Genesys Cloud CX (or legacy Genesys Engage / PureConnect), Cisco Webex Contact Center / Webex Calling / Webex Connect, Avaya Cloud Office (ACO), Avaya Aura Communication Manager (CM) v8 through v10.2 and peripheral applications (POM, CBA, post-call survey, AEP), and Zoom Contact Center / Zoom Phone / Zoom Workplace — to support assignment to follow-on Waterfield Tech engagements once this contract concludes. Certifications * PMP certification required (or equivalent recognized certification such as PRINCE2 Practitioner or PgMP). * Agile / Scrum certifications a plus (CSM, PMI-ACP, SAFe). * ITIL certification recommended. * Change management certification a plus (e.g., Prosci ADKAR). Technical Proficiency * Intermediate to advanced proficiency with MS Project (or Smartsheet), Word, Excel, Visio, PowerPoint, and SharePoint. * Experience with Microsoft Dynamics 365 / Project Operations for booking, time entry, and project operations. * Experience with AI-powered project management tools and platforms (e.g., Microsoft Copilot, ChatGPT, Claude, AI-enhanced PPM tools). * Familiarity with modern project portfolio management and collaboration platforms. Soft Skills * Self-motivated leader with strong diplomatic and motivational skills, including the ability to lead up, across, and down multiple business and technology organizations. * Excellent attention to detail with a proven ability to adapt to shifting priorities, competing demands, and timelines through analytical and problem-solving capabilities. * Ability to execute many complex tasks and projects simultaneously, working effectively as a team member and independently. * Proven ability to work creatively and analytically in a problem-solving environment, demonstrating teamwork, innovation, and excellence. * Outstanding oral and written communication skills across all organizational levels, including executive audiences. * Demonstrated ability to align diverse stakeholders and resolve cross-functional tensions constructively. * Adaptable and innovative; thrives in environments of rapid change and ambiguity. Additional Qualifications – U.S. Federal-Tied Engagement * U.S. Citizenship is required. * Must be eligible to obtain and maintain a U.S. Government security clearance (minimum Secret). * An active U.S. Government Secret clearance is strongly preferred. * Willingness to comply with customer- and program-specific personnel security, background investigation, and access-control requirements. Physical Requirements * Ability to sit for extended periods (up to 80% of the time) * Ability to lift or carry objects up to 10 lbs. * Frequent use of computer, telephone and standard office equipment. * Ability to travel occasionally for client meetings, training or installations. Position Information Position Status: Full time Location: Remote Benefits: Comprehensive package including medical dental, vision, LTD, life, AD&D, 401(k), Paid time off, sick time, holidays and more. Waterfield Tech is proud to be an equal opportunity employer. Waterfield Tech believes that all persons are entitled to equal employment opportunity and does not discriminate against its Employees or applicants because of race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, citizenship status, disability, protected medical condition, military status, genetic information, or any other basis prohibited by applicable federal, state, or local law. This policy extends to all aspects of our employment practices including, but not limited to, recruiting, hiring, training, discipline, promotion, transfers, compensation, benefits, leaves of absence, termination, and all other terms and conditions of employment.