Insight International - Project Manager - Contact Center Transformation

Job Role: Project Manager for Contact Center Transformation

The Opportunity :

- Digital Project Manager serves as the customer project coordinator for cloud contact center platform implementations, working in tandem with providers like Twilio, Genesys and other platforms to manage the implementations of customer CCaaS/UCaaS solutions and the migration of existing customer services to the new platform.

- The Project Manager represents the customer and their team members to ensure business requirements are being implemented according to defined requirements and best practices, services are completed on-time and on-budget by the CCaaS/UCaaS platform services vendor and serves as a key advisor to the customer throughout the process.

JOB DESCRIPTION AND DUTIES :

- The Project Manager for CCaaS/UCaaS Implementations will be responsible for providing project management for implementations of customers onto CCaaS/UCaaS platforms; managing customer expectations and satisfaction; and governing the implementation processes deployed by the vendor implementation team.

- This position is also responsible for tracking project time, deliverables, status, budget, risks, and mitigations as well as adjusting the vendor implementation processes accordingly to meet customer and organizational goals.

- The Project Manager will manage the implementation processes, maintain quality objectives for implementations, and coordinate activities with CCaaS/UCaaS vendors (number provisioning, connectivity, ticket submission, required documentation, etc.) and internal customer teams (operations, training, technology, etc.). This position will coach, and mentor internal staff in the use of implementation best practices and may include direct report supervision.

Primary Job Functions and Responsibilities :

- Provide project management for customer CCaaS/UCaaS implementation projects by establishing a solid project management methodology while building and maintaining project and program-based schedules to achieve key milestones and ensure on-time project delivery.

- Create and oversee project schedule. Ensure timely completion through all phases from planning, execution, and market delivery. Identify, track, and mitigate risks. Take the lead on quantifying and tracking quality control issues.

- Manage day-to-day aspects of multiple implementation projects, including vendor and customer kickoff meetings, regular customer status calls, tracking of milestone deliverables, updating project plans, coordination of adhoc calls, documentation, etc.

- Ensure deliverables are maintained for all projects, providing regular status reports, project risks, and ensuring projects stay on time and within budget

- Engage as a point of escalation for customer needs/inquiries/concerns, and provide end-to-end customer experience management

- Consult with vendor Implementation Managers and customers on best use of system capabilities as necessary

- Participate in requirements gathering sessions and onsite workshops to identify client challenges and define specifications.

- Communicate effectively with technical teams (onsite & offshore) to translate business requirements into technical requirements/implementation plan.

- Prepares status reports, Budget report, Revenue projections and present to customers/client as required.

- Coordinate activities with vendors relating to connectivity, provisioning, training, and other vendor services

- Assess, design, and develop the project methodologies and processes necessary for expeditious customer engagements

- Develop and facilitate process, quality, and speed to completion initiatives to maximize customer satisfaction

Project Responsibilities :

- Assist with business analysis, user needs analysis and provide input on business systems design for CCaaS/UCaaS implementation projects as needed

- Serve in a project manager capacity for end-to-end system life cycle development of large-scale projects

- Advise customers on system capabilities, implementation of best practices, system training, vendor support services and processes, and other needs related to the initial platform build and post implementation vendor support

- Effectively communicate plans, progress, and status to customer stakeholders

- Continually seek opportunities to increase customer satisfaction and deepen customer relationships by interacting effectively at all levels of the customer organization

- Ensure creation of required documentation for implemented services

Competencies :

- BS/BA in technical (e.g., CS/IS/EE/MIS) or business (e.g., Management/Marketing/Operational) field or equivalent work experience required.

- Equal years of professional experience beyond education requirements as noted above

- 3-5 years managing enterprise level projects

- Implementation and Solutions: broad skills in both technology and analysis

- Business Optimization: process review and business analysis skills

- Personal profile: analytical, inquisitive, service and team-oriented, friendly demeanor adopter

- 3-5 years experience in call center operations or technology, or process management

Bonus Experience :

- Contact center operational experience

- Contact center network, ACD/IVR, dialer, workforce management, software or other solution operations or technical experience

- CCaaS/UCaaS platform knowledge required

- Technical configuration experience with cloud contact center solutions

Additional Competencies :

- Able to effectively utilize full MS Office suite

- Effective oral and written communication skills with the ability to interact with all levels of employees

- Able to solve multiple, complex issues and work multiple projects simultaneously

- Experience with conducting presentations to customers