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Contact Center PM 2957

inSync Staffing

Omaha, NE

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JOB DETAILS
SKILLS
Best Practices, Business Analysis, Business Processes, Business Skills, Business Transformation, Call Center Management, Call Center Operations, Call Centers, Change Management, Cloud Computing, Cross-Functional, Customer Experience, Customer Relations, Customer Relationship Management (CRM), Customer Service Operations, Customer Training, Detail Oriented, Documentation, Ecosystems, Embedded Systems, Finance, Genesys Solutions, Information Technology & Information Systems, Knowledge Management, Leadership, Matrix Management, Microsoft Product Family, Operational Audit, Organizational Skills, Performance Management, Presentation/Verbal Skills, Process Management, Program Management Professional (PgMP), Project Management Professional (PMP), Project Planning, Project/Program Management, Quality Assurance, Quality Control, Requirements Management, Team Lead/Manager, Technical Operations, Technical Recruiting, Technical Support, Training Program, User Interface/Experience (UI/UX), Workforce Management, Writing Skills
LOCATION
Omaha, NE
POSTED
10 days ago
JOB TITLE:   Global CcaaS Project Manager (only W2, no, c2c)
LOCATION:   Onsite in Omaha, NE or Alpharetta, GA
INDUSTRY:    Financial Technology
 
 
JOB DESCRIPTION:  We are seeking an experienced Senior Business Project Manager to lead the business-side delivery of a large-scale, global Contact Center as a Service (CCaaS) transformation initiative. This role will be responsible for driving the rollout and operational readiness of a modern contact center platform across multiple global regions. This is a highly visible position requiring strong partnership between business stakeholders, technology teams, operations leaders, and contact center management.  
 
RESPONSIBILITIES:
  • Lead the business-side execution of a global CCaaS implementation and expansion strategy.
  • Coordinate cross-functional teams across operations, technology, customer experience, training, workforce management, and quality assurance.
  • Ensure contact center operational readiness, including:
    • Training programs
    • Staffing models
    • Quality control processes
    • Business process alignment
    • Change management activities
  • Partner with technology teams supporting the Microsoft technology ecosystem and CCaaS platform implementation.
  • Drive requirements gathering, business analysis, and process documentation.
  • Develop and manage project plans, milestones, dependencies, risks, and executive reporting.
  • Support the deployment of:
    • Embedded Knowledge Management capabilities
    • CRM presentation layer and user experience components native to the CCaaS environment
    • Standardized operational reporting and analytics across global regions
  • Facilitate stakeholder alignment between current-state operations and future-state contact center capabilities.
  • Manage governance processes within a complex matrix organization.
  • Ensure consistent delivery standards and adoption across multiple geographic regions.
  • Identify opportunities to scale solutions and best practices as deployments expand globally.
  • Create executive-ready presentations and status communications for leadership teams.
 
REQUIREMENTS:
  • 7+ years of Project Management experience leading enterprise business and technology initiatives.
  • Proven experience managing large-scale contact center, customer experience, or business transformation projects.
  • Strong requirements gathering, business analysis, and process mapping skills.
  • Exceptional organizational and planning abilities.
  • Strong attention to detail while maintaining flexibility in a rapidly evolving environment.
  • Experience operating within matrixed organizations and managing multiple stakeholder groups.
  • Ability to translate business objectives into actionable project plans and deliverables.
  • Excellent verbal, written, and executive presentation skills.
  • Experience managing projects with significant technology spend and cross-functional delivery teams.
 
PREFERRED:
  • Experience with CCaaS platforms such as Genesys Cloud, Five9, NICE CXone, Amazon Connect, or similar solutions.
  • PMI certifications (PMP, PMI-ACP, PgMP) strongly preferred.
  • Experience supporting global contact center transformations.
  • Knowledge of workforce management, quality assurance, training, and customer service operations.
  • Familiarity with CRM platforms and customer engagement technologies.
  • Experience with Microsoft technologies and enterprise collaboration tools.
  • Understanding of reporting, analytics, and performance management frameworks within contact center environments.
 
 
About Theoris
Our goal is to Fuel Your Career! As a Theoris team member, you join a culture based on people-centered values and an environment that fosters both personal and professional growth. We build long-term relationships with our clients and our consultants. With over 30 years of building strong relationships in the industry, we’re uniquely positioned to make the right connections. Our recruiting teams are experts dedicated to the information technology and engineering staffing space and are highly respected by our client base.
 
  

About the Company

i

inSync Staffing

We recognize the VMS program management team is our customer and needs to be serviced with integrity, so we built and continue to improve upon our delivery methods as we strive to provide the highest quality service possible. inSync Staffing’s management team recognized ten years ago the inevitable changes to the staffing industry being brought about by technology and the growing trend of Fortune 1000 corporations to outsource management of their contingent workforces to meet compliance and cost control goals. Rather than swim upstream against the changes, inSync Staffing has embraced MSP and VMS programs as our customers, not competitors. We asked program managers how they want to be serviced. The result of their input is that we have structured inSync Staffing as a recruiting and customer service organization, unlike traditional staffing companies who sell directly to the end client. Our delivery model allows us concentrates our resources on how to best supply candidates in a very competitive MSP/VMS program environment.
COMPANY SIZE
50 to 99 employees
INDUSTRY
Staffing/Employment Agencies
FOUNDED
2014
WEBSITE
http://www.insyncstaffing.com/default.html

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