IT - Project Manager | Infrastructure-Contact Center | ContactCenter model

Hire IT People in Fort Worth, TX

  • Type: Full Time
position filled

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


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