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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