Overview
Skills
Job Details
Genesys Cloud contact centre/ Project Manager
Remote
Client : Verizon
Long term Contract
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 Client hosted and CPE solutions which contribute millions in Client 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 Client's Professional Services Project Methodology which uses a standard set of processes and procedures to provide a structured, consistent approach to planning, organizing, and controlling Client PS activities. A standard approach to project management allows Client to provide consistently high-quality project implementation and management. The work is sometimes done from a Client office, remotely, and (at times) from a customer location.
- Handling all aspects of project delivery using the Client 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 Genesys Cloud contact center 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.
You'll need to have:
- Bachelor's degree or four or more years of work experience.
- Four or more years of relevant work experience.
- Active PMP certification.
- Project management experience in the Genesys Cloud Contact Center Services area.
- Genesys, Avaya, and IVR technologies experience (CPE).
- Microsoft Office Experience (Project, Word, Excel, and Visio).
Even better if you have:
- A degree.
- Eight or more years of project management experience in the Contact Center Services area.
- Five or more years of Genesys, Avaya, and IVR technologies experience (CPE).
- Strong program and project governance skills.
- Agile and Waterfall project methodologies experience.
- Enhanced telecommunications knowledge.
- Expert level vendor management skills, including contract agreements, negotiations, service level agreements, and performance measurements.
- Expert level client relationship management skills.
- Experience coordinating management of technical, security, and network architecture frameworks.
- Capability to effectively communicate with all project stakeholders.
- Ability to perform with a strong sense of urgency.
- Demonstrated excellent written and verbal communication skills
- Genesys technology certification.
- Experience with Clarity and Smartsheets.