Project Manager - Genesys Cloud Contact Center IVR
1 Year + Contract
REMOTE
$78/hr on w2 (non-negotiable)
Detailed Job Description:
As a Project Manager, you'll be working within our Professional Services customer-facing project management team to manage enterprise-wide Contact Center solutions for customers from many verticals.
The Professional Services team implements and maintains both Telecommunication hosted and CPE solutions which contribute millions in revenue.
The custom IVR and voice solutions are critical to our customers so our focus is to consult with both quality and a sense of urgency in mind.
The project management team follows the Professional Services Project Methodology which uses a standard set of processes and procedures to provide a structured, consistent approach to planning, organizing, and controlling PS activities.
You'll need to have:
• Active PMP certification.
• Project management experience in the Genesys Cloud Contact Center Services area.
• Genesys, Avaya, and IVR technologies experience (CPE).
• Four or more years of relevant work experience.
• Microsoft Office Experience (Project, Word, Excel, and Visio).
Responsibilities:-
• Handling all aspects of project delivery using the Telecommunication Professional Services Project Delivery Model.
• Planning and executing of complex Genesys Cloud Call Center technology project lifecycle implementations.
• Providing project managerial leadership and governance for moderate to large, complex projects involving multiple technologies or representing a significant revenue risk. Using technical understanding to ensure engineering milestones are achievable and aligned to solution end state.
• Interfacing with Management, PMO program stakeholders, and customer representatives.
• Tracking and presenting dashboard project metrics to management.
• Facilitating the definition and documentation of project requirements, scope, and deliverables.
• Developing and maintaining project plans, action logs, risk and issue logs in Smartsheets
• Being accountable for delivering projects on time, within budget, and with high quality.
• Handling resource forecasting and tracking.
• Applying subject matter expertise on Genesys Cloud contact center technologies required to design and deliver custom solutions. Ensuring all flow down requirements are managed to overall project scope, including TPVs and internal suppliers.
• Handling the most complex problems and developing resolutions independently.
• Leading cross-functional, high performance, virtual teams.
• Actively managing customer expectations.
• Escalating issues that require executive attention.
Nice to have:
• A degree, Eight or more years of project management experience in the Contact Center Services area.
• Agile and Waterfall project methodologies experience.
• Enhanced telecommunications knowledge.
• Expert level vendor management skills, including contract agreements, negotiations, service level agreements, and performance measurements.
• Experience coordinating management of technical, security, and network architecture frameworks.
• Demonstrated excellent written and verbal communication skills
• Experience with Clarity and Smartsheets.