Job Title: Project Manager – 12 Month Fixed-Term Maternity Cover (NICE CXone)
Main Purpose of Role:
To project manage customer-facing technology projects for the PMO from initiation through to successful completion, ensuring the project meets FourNet's key performance indicators (KPIs) and achieves high levels of customer satisfaction.
The Project Manager will be responsible for delivering NICE CXone implementation, migration, upgrade, and transformation projects, while also support wider PMO delivery across other FourNet solutions where required.
The role is accountable for planning, coordinating, and controlling all aspects of assigned projects, including delivery governance, financial performance, resource coordination, stakeholder engagement, risk and issue management, and service transition.
This is a 12-month fixed-term position to cover maternity leave, with the potential for extension or a permanent opportunity subject to business requirements.
Scope of Responsibilities
1. Project Delivery
- Manage NICE CXone implementation, migration, upgrade, and transformation projects from initiation through to successful completion.
- Develop and maintain project plans, schedules, milestones, and delivery documentation.
- Ensure projects are delivered in line with agreed scope, timescales, budgets, and quality standards.
- Coordinate project activities across customers, internal teams, partners, and third-party suppliers.
- Manage multiple concurrent projects and competing priorities effectively.
- Ensure alignment between delivery milestones, dependencies, and commercial/billing events.
- Manage delivery dependencies, including hardware, connectivity, platform readiness, and third-party services.
2. Stakeholder Management
- Build and maintain strong relationships with customer stakeholders.
- Act as the primary point of contact throughout project delivery.
- Manage stakeholder expectations and ensure clear communication throughout the project lifecycle.
- Facilitate project meetings, workshops and status reviews as required.
3. Governance and Reporting
- Maintain project records, plans, forecasts, risks, issues, resource allocations, and financial information within Certinia.
- Ensure visibility of project progress, financial performance, risks, and issues for internal and customer stakeholders.
- Produce and maintain accurate project documentation and reporting.
- Provide regular project status updates, forecasts, and delivery reports.
- Ensure project information is maintained accurately within Certinia and other business systems.
- Escalate risks, issues, and delivery concerns where appropriate.
4. Financial Management
- Manage project budgets, forecasts, profitability, and financial performance.
- Maintain accurate project financial information within Certinia.
- Support invoicing and revenue recognition activities.
- Monitor project performance and identify risks to project margins and profitability.
- Align project delivery to contracted scope and protect project profitability.
5. Risk, Issue and Change Management
- Identify, assess, and manage project risks, issues, assumptions, and dependencies.
- Maintain project risk and issue logs and drive mitigation activities.
6. Resource Coordination
- Coordinate internal and third-party resources to support successful project delivery.
- Work with technical teams and resource managers to secure project resources.
- Monitor resource requirements and identify potential delivery constraints.
- Manage supplier engagement and delivery performance.
- Ensure resource scheduling aligns with agreed delivery plans.
7. Testing, Deployment and Handover
- Coordinate User Acceptance Testing (UAT), migration, deployment, and go-live activities.
- Support Operational Acceptance Testing (OAT) and ensure service readiness for transition into Managed Services.
- Complete all service transition, operational handover, and project closure documentation.
- Support operational readiness and service transition activities.
- Ensure all project deliverables and documentation are completed prior to project closure.
- Conduct lessons learned reviews and support continuous improvement initiatives.
8. Sales Support
- Support Sales and Pre-Sales teams by contributing to bid responses, project scoping, and delivery planning activities.
- Attend customer presentations, workshops, and handover sessions where required to support successful project mobilisation.
9. Personal Development
- Maintain awareness of NICE CXone developments and wider contact centre technologies.
- Develop knowledge of FourNet solutions and services relevant to assigned projects.
- Maintain professional project management knowledge and skills.
Person Specification
Technical Profile
- Proven experience delivering NICE CXone implementation, migration, upgrade, or transformation projects within customer environments.
- Strong understanding of Contact Centre as a Service (CCaaS) technologies, including omnichannel routing, IVR, telephony, reporting, workforce engagement management (WEM), and integrations.
- Experience delivering complex CXone deployments, including configuration-driven solutions, call flow design, and platform integrations.
- Demonstrated ability to manage complex, high-value technology projects on time and within budget, controlling scope, risk, issues, dependencies, and financial performance
- Strong commercial awareness, with experience managing project budgets, forecasting, profitability, and contractual deliverables.
- Strong experience using Professional Services Automation (PSA) tools (e.g. Certinia) to manage project financials, resource scheduling, forecasting, and reporting.
- Proven ability to manage multiple concurrent projects and coordinate internal teams and third-party suppliers.
- Practical experience applying structured project management methodologies (e.g. PRINCE2, Agile, APM).
Essential Experience
- Proven experience delivering NICE CXone implementation, migration, or transformation projects
- Experience delivering Contact Centre as a Service (CCaaS) solutions in customer environments
- Strong understanding of contact centre technologies, including:
- ACD configuration and routing logic
- IVR and call flow design
- Telephony and SIP connectivity
- Reporting and analytics
- Workforce Engagement Management (WEM)
- Integrations and APIs
- Experience supporting User Acceptance Testing (UAT), including validation of call flows and solution design
- Experience managing migrations from legacy contact centre platforms to cloud-based solutions
- Experience managing project budgets, forecasts, profitability, risks, issues, dependencies, and change control
- Hands‑on experience using PSA tools (e.g. Certinia) to manage project delivery, financial tracking, forecasting, and reporting
- Strong stakeholder management and communication skills across customers, suppliers, and internal teams
- Strong commercial awareness and delivery accountability
Desirable Experience
- NICE CXone certifications or formal NICE training.
- Experience working with NICE or vendor‑led delivery models.
- Experience using Certinia (FinancialForce PSA) or similar PSA tools.
- Experience within a Managed Services Provider (MSP), Systems Integrator, or technology services environment.
- PRINCE2 Practitioner, APM PMQ, Agile, or equivalent project management qualification.
Personal Attributes/Skills
- Customer focused with a commitment to delivering excellent outcomes.
- Strong communication and stakeholder management skills.
- Proactive and organised with excellent attention to detail.
- Commercially aware and delivery focused.
- Collaborative and relationship driven.
- Strong problem‑solving and decision‑making skills.
- Able to work independently and take ownership of project outcomes.
- Adaptable and comfortable working in a fast‑paced environment.
As part of FourNet's commitment to information security and compliance with ISO 27001:2022 standards, all employees are required to undergo background screening checks as part of the recruitment process.
This job description is intended as a general indication of the main responsibilities of the job and does not include detailed instructions on how tasks are undertaken. You may be required to carry out additional tasks within your capability as necessitated by your changing role within the organisation and to meet the needs of the business.
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