Engagement Manager, SR

Hi, I'm Zandile Vanqa, your Recruiter and guide to joining CSG We are excited to learn more about you and your unique background.

As a Sr. Engagement Manager you will be responsible for planning, executing, and implementing multiple complex projects or larger program functions within specified timelines, budgets, and quality standards. Monitoring broader program objectives, goals, costs, risks, and deadlines, ensuring issues are mitigated and KPIs and SLAs are met. Also, acting as a cross-functional leader, coordinating technical and non-technical resources and stakeholders, managing resource requests, and ensuring effective communication among team members, stakeholders, and customers.

We are looking for a Senior Engagement Manager who will:

• Develop a deep understanding of the customer's expected outcomes and build strong relationships.
• Manage either multiple large high medium complexity projects, or a larger function on a larger program or a mid- complex project end to end.
• Create or approve project initiation documents, delivery approaches, project success criteria, and supporting internal program reviews.
• Deliver the project within the allocated and agreed budget, scope, and time, managing risks and issues, ensuring quality standards, implementing delivery practices and methods, facilitating workshops and meetings, gathering requirements developing corresponding documentation with the requirements team or individually, resolving team conflicts, and coordinating integration and dependencies.
• Expected to be closer to technical detail and delivery, managing and getting involved in gathering and management of functions/requirements.
• Create and execute communication plans, facilitating meetings and forums, establishing project infrastructure for information sharing, and managing senior level discussions with internal and external stakeholders.
• Create or input into project budget and resource forecasts, tracking project delivery to budget, and proactively managing issues and changes with the account lead.
• Matrix managing other project managers delivering within the same project or workstream.
• Contribute to the delivery practice or CSG improvement initiatives, as well as mentoring and collaborating with less experienced project managers.

Is this opportunity right for you? We are looking for candidates who:

• Bachelor's Degree/ Prince 2 or PMI PMP certification, SAFe RTE, SAFe SPC
• Experience supporting enterprise SaaS customers in Healthcare, Financial Services, Retail and/or Cable & Telco.
• 5+ years both PM and delivery management experience with demonstrable experience in leading/guiding teams in a matrix environment.
• Proficiency in English in a business environment.
• Deep understanding of CX principles, methodologies, and best practices, with a focus on driving customer satisfaction and loyalty.
• Excellent communication and interpersonal skills, with the ability to build rapport with clients and internal stakeholders at all levels.
• Strong presentation skills, with the ability to clearly convey complex information to diverse audiences.
• Experience with Contact Center operations, Telephony, Conversational AI and IVR systems a plus. 
• Proficiency in project management tools (e.g. Jira, ADO, Power BI) and methodologies (e.g., Agile, Scrum).

Our Guiding Principles

Impact

Always help and empower others, whether they're colleagues or customers. When our employees set their minds to something, great things happen.

Integrity

Do what's right for our customers and our people while being authentic. We treat everyone with trust and respect—that's just who we are.

Inspiration

Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure.

CSGer Perks & Benefits

• Work from Home, in-office, or hybrid
• Employee Belonging Groups
• Healthcare: Dental, Medical, and Vision
• Paid Vacation, Volunteer, and Holiday Time Off
• And so much more

Location(s):

Accommodation:

If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at or email us at CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.

Our Guiding Principles:

Impact: Always help and empower others, whether they're colleagues or customers. When our employees set their minds to something, great things happen.

Integrity: Do what's right for our customers and our people while being authentic. We treat everyone with trust and respect—that's just who we are.

Inspiration: Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure.

Our Story:

CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy.

By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work. We power a culture of integrity, innovation, and impact across our locations, representing the most authentic version of ourselves to build a better future together. That's just who we are. Learn more about CSG Inclusion & Impact here.