About the Opportunity:
We are seeking an experienced Senior IT Project Manager to lead a Genesys Cloud CX contact center migration, including contact center reporting systems. This role oversees project planning, scheduling, budgets, risks, vendor coordination, testing, and production cutovers to ensure successful delivery with minimal disruption to customer service.
Responsibilities:
- Lead the Genesys Cloud CX migration, coordinating internal teams and external implementation partners.
- Develop and manage project plans, schedules, budgets, milestones, resources, and dependencies.
- Coordinate migration waves, testing, operational readiness, and production cutovers while minimizing service disruptions.
- Manage project risks, issues, changes, decisions, and vendor deliverables.
- Oversee contact center reporting and dashboard migration, including legacy report retirement.
- Lead project governance meetings and provide clear status updates to technical teams, business stakeholders, and leadership.
- Support future customer experience technology initiatives, including AI-enabled contact center pilots and production rollouts.
Qualifications:
- Bachelor's degree in Information Systems, Business, Engineering, or a related field, or an equivalent combination of education and experience.
- Eight or more years of IT project management experience, including large, multi-team technology implementations.
- Experience delivering contact center technology projects involving call routing, IVR, telephony, or reporting.
- Experience managing vendors and systems integrators, including deliverables, milestones, and acceptance.
- Experience planning platform migrations and production cutovers with minimal operational disruption.
- Strong leadership, communication, project governance, and stakeholder management skills.
Preferred:
- Experience with Genesys Cloud CX or another enterprise Contact Center as a Service (CCaaS) migration.
- Experience with contact center AI, analytics, or customer self-service initiatives.
- Experience in a regulated industry, preferably electric utilities or energy.
- PMP, PgMP, Agile, SAFe, or related project management certification.
NOTE: Applicants must be U.S. citizens or permanent residents (Green Card holders) to be considered for this position.
Job Type: 1-year contract with potential for conversion
Benefits include: Medical, dental, vision.
Work Set Up/Schedule: Onsite at Columbus OH 43215 (Monday-Friday from 8:00 AM-5:00 PM)