EPIC SYSTEMS INC
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Project Manager – IT Call Center & Digital Technology Capability Center
role at
EPIC SYSTEMS INC .
Work Location: 500 North Gulph Road, King of Prussia, PA, USA. Hybrid (remote and on-site).
Position Overview We are seeking an experienced Project Manager to lead complex digital transformation initiatives. This role requires a seasoned professional who can navigate the intersection of business processes and technology solutions, with particular expertise in enterprise application implementations spanning customer-facing digital platforms, call center technologies, and back‑office operational systems.
Key Responsibilities
Lead and manage 2–5 mid‑size projects concurrently from initiation through closure, including enterprise application implementations, process transformations, and digital platform deployments.
Develop comprehensive project plans, timelines, and resource allocation strategies while balancing competing priorities across multiple initiatives.
Manage project budgets, scope, and stakeholder expectations across diverse business units, including Customer Service, Sales & Marketing, Billing, and Order‑to‑Cash operations.
Coordinate cross‑functional teams—including business SMEs, IT analysts, architects, developers, infrastructure teams, and external vendors—to deliver enterprise solutions end‑to‑end.
Operate effectively in a hybrid waterfall/agile environment while managing resources across onshore and offshore teams.
Ensure adherence to project management methodologies (PMP, Agile, hybrid approaches) based on project requirements and stakeholder needs.
Lead business process reengineering initiatives that integrate technology solutions with operational workflows.
Manage enterprise application implementations, particularly Microsoft Dynamics 365 CRM or similar platforms.
Drive process simplification efforts, facilitate requirements gathering, oversee system integration, mobile development, and cloud migration initiatives.
Serve as primary liaison between business leadership, SMEs, IT teams, and external vendors across all project initiatives.
Maintain alignment and reporting to the enterprise PMO for multiple concurrent projects.
Lead change management activities, including communication plans, training coordination, user adoption strategies, and risk assessment.
Mentor junior team members, lead vendor selection processes, and manage resource planning and capacity across project portfolios.
Required Qualifications
Bachelor’s degree in Business, Information Technology, Engineering, or a related field.
5–8+ years of progressive project management experience in IT environments.
Proven experience managing 2–5 concurrent mid‑size projects with the ability to prioritize and balance competing demands.
Minimum 3 years of managing enterprise application implementations (Microsoft Dynamics 365 CRM preferred) or related digital/web projects.
Track record delivering digital transformation projects across Customer Service, Sales & Marketing, Billing, and Order‑to‑Cash business processes.
Experience leading cross‑functional teams across business and technical disciplines.
Demonstrated success working with stakeholders across all organizational levels.
Technical expertise: awareness of Microsoft Dynamics 365 CRM, enterprise integration patterns, APIs, middleware, customer portal technologies, messaging platforms, and omnichannel tools.
Knowledge of cloud platforms (Azure, AWS) and hybrid infrastructure environments.
Proficiency with project management tools (Azure DevOps, Smartsheet) and Excel for varying audiences.
Experience with Agile/Scrum and hybrid project approaches, financial management (budgeting, tracking, variance analysis), risk management, issue resolution, stakeholder communication, vendor procurement, and complex procurement processes.
Exceptional communication, presentation, analytical, and problem‑solving skills with a data‑driven decision‑making mindset.
Preferred Qualifications
Master’s degree in Business Administration, Technology Management, or a related field.
PMP certification or an equivalent project management credential.
Background in call center technologies and customer experience platforms.
Basic knowledge of AI/ML tools and applications in enterprise environments.
Lean Six Sigma certification or other process improvement credentials.
Employment Details Seniority Level: Mid‑Senior
Employment Type: Full‑time
Job Function: Project Management & Information Technology
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Project Manager – IT Call Center & Digital Technology Capability Center
role at
EPIC SYSTEMS INC .
Work Location: 500 North Gulph Road, King of Prussia, PA, USA. Hybrid (remote and on-site).
Position Overview We are seeking an experienced Project Manager to lead complex digital transformation initiatives. This role requires a seasoned professional who can navigate the intersection of business processes and technology solutions, with particular expertise in enterprise application implementations spanning customer-facing digital platforms, call center technologies, and back‑office operational systems.
Key Responsibilities
Lead and manage 2–5 mid‑size projects concurrently from initiation through closure, including enterprise application implementations, process transformations, and digital platform deployments.
Develop comprehensive project plans, timelines, and resource allocation strategies while balancing competing priorities across multiple initiatives.
Manage project budgets, scope, and stakeholder expectations across diverse business units, including Customer Service, Sales & Marketing, Billing, and Order‑to‑Cash operations.
Coordinate cross‑functional teams—including business SMEs, IT analysts, architects, developers, infrastructure teams, and external vendors—to deliver enterprise solutions end‑to‑end.
Operate effectively in a hybrid waterfall/agile environment while managing resources across onshore and offshore teams.
Ensure adherence to project management methodologies (PMP, Agile, hybrid approaches) based on project requirements and stakeholder needs.
Lead business process reengineering initiatives that integrate technology solutions with operational workflows.
Manage enterprise application implementations, particularly Microsoft Dynamics 365 CRM or similar platforms.
Drive process simplification efforts, facilitate requirements gathering, oversee system integration, mobile development, and cloud migration initiatives.
Serve as primary liaison between business leadership, SMEs, IT teams, and external vendors across all project initiatives.
Maintain alignment and reporting to the enterprise PMO for multiple concurrent projects.
Lead change management activities, including communication plans, training coordination, user adoption strategies, and risk assessment.
Mentor junior team members, lead vendor selection processes, and manage resource planning and capacity across project portfolios.
Required Qualifications
Bachelor’s degree in Business, Information Technology, Engineering, or a related field.
5–8+ years of progressive project management experience in IT environments.
Proven experience managing 2–5 concurrent mid‑size projects with the ability to prioritize and balance competing demands.
Minimum 3 years of managing enterprise application implementations (Microsoft Dynamics 365 CRM preferred) or related digital/web projects.
Track record delivering digital transformation projects across Customer Service, Sales & Marketing, Billing, and Order‑to‑Cash business processes.
Experience leading cross‑functional teams across business and technical disciplines.
Demonstrated success working with stakeholders across all organizational levels.
Technical expertise: awareness of Microsoft Dynamics 365 CRM, enterprise integration patterns, APIs, middleware, customer portal technologies, messaging platforms, and omnichannel tools.
Knowledge of cloud platforms (Azure, AWS) and hybrid infrastructure environments.
Proficiency with project management tools (Azure DevOps, Smartsheet) and Excel for varying audiences.
Experience with Agile/Scrum and hybrid project approaches, financial management (budgeting, tracking, variance analysis), risk management, issue resolution, stakeholder communication, vendor procurement, and complex procurement processes.
Exceptional communication, presentation, analytical, and problem‑solving skills with a data‑driven decision‑making mindset.
Preferred Qualifications
Master’s degree in Business Administration, Technology Management, or a related field.
PMP certification or an equivalent project management credential.
Background in call center technologies and customer experience platforms.
Basic knowledge of AI/ML tools and applications in enterprise environments.
Lean Six Sigma certification or other process improvement credentials.
Employment Details Seniority Level: Mid‑Senior
Employment Type: Full‑time
Job Function: Project Management & Information Technology
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