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Detailed Job Description:

Managing large-scale organization-wide contact center implementations Define project/program objectives, requirements and priority, prepare a high level roadmap as well as identify desired outcomes. Scoping, planning, and executing multiple projects in accordance with contractual requirements, including financial and resource management for on-time, on-budget delivery Overcoming project obstacles and adjusting as needed to stay on course. Applying project management best practices and managing communication processes and project reporting to all stakeholders. Seek to improve Overall Customer Satisfaction for Project/Program delivery. Exercises considerable judgment in developing methods, techniques & evaluation criteria for obtaining results. Provide high level project and program communication from a central venue which includes but is not limited to defining the projects/programs project management standards, tools, templates and measurement criteria. Providing a high-level schedule defining major milestones, deliverables and target dates across the project/program mitigating schedule and resource conflicts as applicable Managing change as related to scope and contract as well as change initiated by project priorities, strategies and environmental impacts. Stakeholder management of key external/internal, secondary and TPV team members. Facilitate the identification of timelines, management dashboards and financial scorecards for the PS project/program to keep executives and stakeholders current on progress and potential red flags Financial Management identifying: Contract breakdowns by product, revenue accrual and billing type, Validation of invoicing, Control of actuals and overages, Identifying and mitigating project/program risks and issues before they become crises, Ensuring prompt problem and escalation resolution  Drive business results and maximize team performance in a continually changing environment.  Ensure a safe and ethical work environment by complying with the Code of Conduct and all Company policies. Experience managing large-scale organization-wide technical implementations. Ideally in communications or large infrastructure solutions.

Work Experience (Technical)

Six or more years of experience managing the implementation of Contact Center solutions. Gensys IVR and Contact Center Implementation Knowledge preferred Telecom experience with SIP, RTP implementations, phone configurations and protocols. Understanding and experience in solution integration with Voice carriers  Overall awareness of call center technology industry in regards to current trends, emerging technology and overall industry future direction Experience with both On-Premise client server as well as public and private cloud implementations, architecture, and governance implications with each approach Experience in implementing contract center environments and the technologies involved with multiple Vendor offerings.

Work Experience (Project Management)

History of high quality deliverables through standardized project methodologies maintaining adherence to delivery best practices. Demonstrate clear and consistent ownership and accountability for the delivery of the project as represented in the Statement of Work, including, but not limited to: Requirements development and scope management, Project schedule development, management and tracking, Resource management and time tracking, Project financial management and tracking, Project risk management, Project issue management, Project communication / reporting management. Strong oral and written skills  Presentation skills that can adapt to Executive, Management, and technical audiences. Vertical industry experience in one or more of the following: Finance – Captive, Automotive Willingness to travel.

Minimum years of experience*: 5

Certifications Needed: No

Interview Process (Is face to face required?) No

Does this position require Visa independent candidates only? No