Project Manager
Core
Lead and manage day-to-day operational and tactical aspects of multiple implementation projects for cloud contact center software, ensuring customer satisfaction and business growth.
Role type
Senior IC Project Manager (Professional Services)
Builds
Implementation projects for cloud contact center solutions
Domain
Telecommunications / Contact Center / Cloud Software
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Project management, Call center expertise, Vendor management, Client relationship management, Risk mitigation, Strategic thinking, Time management, Documentation (Project Charters, Status Reports), Leadership
Preferred skills
Experience with Five9, TDM, VoIP, Genesys, Avaya, Cisco, Salesforce, CRM, WFM, PBX, Dialer, ACD, CTI, IVR/VRU
Technologies
Five9, TDM, VoIP, Genesys, Avaya, Cisco, Salesforce, Siebel, NetSuite, RightNow, Leads360, LeadMailbox, WFO Applications
Responsibilities
Lead and manage multiple implementation projects; Elicit and define customer requirements; Communicate plans and status to stakeholders; Collaborate with partners for streamlined implementation; Identify project risks and implement mitigation plans; Handle and de-escalate client escalations; Articulate value of services through presentations and discussions.
Seniority
Mid-Senior, hands-on IC