As a Program Manager / Sr. Project Manager, you'll be working within our Professional Services customer-facing program/project management team to manage enterprise-wide Contact Center solutions for customers from many verticals. The Professional Services team implements and maintains both Telecommunication hosted and CPE solutions which contribute millions in Telecommunication revenue. The custom contact center 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 program / project management team follows the Telecommunication Professional Services Project Methodology which uses a standard set of processes and procedures to provide a structured, consistent approach to planning, organizing, and controlling Telecommunication PS activities. A standard approach to project management allows Telecommunication to provide consistently high-quality project implementation and management. The work is sometimes done from a Telecommunication office, remotely, and (at times) from a customer location.
What you'll be doing:
- Manage all aspects of program delivery using the Telecommunication Professional Services Delivery Model
- Responsible for program management/governance and project delivery for contact center application deployment and release cycles
- Lead and mentor Project Leaders in successful project delivery, adhering to the Telecommunication Professional Services Delivery Model and client-specific processes
- Manage project intake and develop process improvements to streamline intake operations
- Assist and provide backup coverage for Engagement Executive Manager across multi-program environment
- Provide regular program status reporting for internal and external stakeholders, including comprehensive financial management data
- Actively monitor project delivery performance data and work closely with Project Leaders to effectively manage project scope, schedule, budget and quality
- Assist Project Leaders and SMEs to reconcile impacts and changes to scope, contract, and project priorities throughout the project life cycle
- Responsible for ensuring program/project status reports are presented professionally to internal and external stakeholders
- Monitor resource forecasting, load and distribution across the program to ensure quality delivery of services
- Identify and communicate program risks/issues to leadership; track remediation, mitigation planning, risk monitoring and control
- Work with customer, scoping resource, sales, account team, and Project Leaders to appropriately address scope verification and change control, as well as identify and communicate any conflicts or dependencies between projects
- Manage and provide escalation support for program risks and issues
- Review program holistically to drive project and program improvements
- Develop strategies and solutions that lead to successful delivery and client service excellence
- Attend regular client status and governance meetings (onsite as needed)
- Bachelor's degree in a business or technology field or at least 4years related field experience in call center technologies
- Six or more years of relevant work experience.
- Program management or Lead Project Manager experience in the Contact Center Services area (Cisco, Genesys, VoIP/SIP, telephony, networking projects, Infrastructure Migration)
- Project Management Professional (PMP) certification or ability to acquire within 12 months
- In-depth understanding of program and project management principles (managing), as well as project lifecycle methodology
- Experience leading diverse consulting engagements or complex customer transformations including third party vendors, internal, and customer resources
- Expert level client relationship management, negotiation, and conflict resolution skills
- Experience in some or all in the following Cisco, Avaya, Genesys, Aspect, NICE and IVR technologies experience (CPE, IVR, WFM, QM)
- Excellent interpersonal, verbal, listening and written communication skills