Job Description :
The primary purpose of this position is to manage the implementation of our new contact center platform and integration pieces. The PM will be responsible for coordination of IT resources and scheduling across multiple phases related to infrastructure and process. Partner with the business unit leaders and IT team to address the technical integration, deployment requirements and issues of new technologies introduced into the Enterprise Computing Infrastructure including systems development environment, systems management environment, and internally developed and packaged business systems. The role is to plan, organize, and manage staff, process and overall day to day operations to ensure the go-live of the organization’s Contact Center Platform. This includes developing, maintaining, supporting, and optimizing key functional areas, particularly network infrastructure, data communications, and telecommunications systems. Is directly accountable for the initiation and execution of the project as well as the prioritization and execution of maintenance items post go-live.

Duties & Responsibilities:
Overall Project Management Requirements
5 to 7 years of experience in managing complex IT technology projects
5 years of experience in managing complex Contact Center technology projects, including:
o CRM, OMS, and Case Management integration
o Carrier connectivity
o Contact Center routing and reporting, including multi-channel capabilities
o IVR
o Voice and Screen recording
Implementation of cloud-based Contact Center solutions is deemed a plus
PMP Certification is deemed a plus

Overall Contact Center Project Manager Objectives
Provide overall Project Management support and expertise throughout the entire implementation process, from the kickoff meeting with all relevant participants through knowledge transfer and project closure
Work with the Business to develop clear, concise, and measurable success criteria for the technology implementation
Accept the overall responsibility to move the technical implementation project to a successful completion based on these criteria
Work with the relevant vendors, business participants, and IT to develop the technical implementation project plan and the schedule
Identify and manage risks and modifications that arise in the project, and clearly communicating these to Senior management, to Contact Center management, and to all relevant parties involved in the implementation
Manage the technical implementation project plan, the schedule, and the budget that has been established for the project

Technical Project Management Responsibilities
Align the technical implementation project plan with other relevant project plans and schedules, while identifying and assessing dependencies with these other plans and schedules
Schedule, facilitate, coordinate the logistics for, and document all technical implementation project meetings
Distribute formal minutes of the meeting to all relevant parties, using a Contact List and distribution methodology that has been established by the Project Manager
Manage the activities of the Contact Center solution provider, carriers, and CRM/OMS integration services providers to achieve end-to-end integrity of the technical solution
Assess and coordinate interdependencies between all implementation participants, including vendors, internal IT staff, and the internal Contact Center management staff

Technical Project Management Responsibilities – cont’d
Facilitate the logistics for the following implementation steps to be performed by Contact Center technical implementation resources:
o Design
o Programming
o Testing, including:
Technical solution component testing
Integration testing with the CRM and OMSsolutions, as well as the recording solution
End-to-end testing of the entire technical solution, including carrier testing and disaster recovery testing, as is relevant
User acceptance testing
With regard to training requirements:
o Work with the business to develop training requirements for Contact managers, agents, and supervisors
o Facilitate the training, including coordinating the logistics for training
Work with all relevant implementation participants, develop and execute the technical cutover plan and post-cutover support, including:
o Resource planning
o Escalations
o Back out plans
Facilitate and coordinate documentation and knowledge transfer from all relevant vendor and implementation resources to appropriate internal staff

Core Competencies
Excellent written and verbal communication stills
Effective discussion facilitation and listening skills
Knowledge of Contact Center technology terminology
Big picture, results-oriented management focus, while having the ability to recognize and execute the detailed steps required to achieve the desired result
Ability to effectively and respectfully communicate with all levels of the internal staff, with IT, and the various solution providers