IT Project Manager (Contact Center/Telecom/IVR) - Resolution Technologies, Inc.

Contact Center Solution Project Manager Career Opportunity
Our client, who is a highly respected government agency is seeking a qualified Project Manager experienced in leading complex technology projects related to Contact Center Solutions, Telecommunications, and IVR (integrated voice response) systems. Under limited supervision, this position is responsible for project management activities that will transition the current IVR (integrated voice response) system and client contact solution to a future state solution. This project has technical, policy, and process requirements that may impact multiple programs, workstreams, and systems. This position creates project plans using appropriate project management methodologies with input from primary stakeholders, coordinates resources, communicates progress, and must meet and account for project milestones.

Contact Center Solution Project Manager Role and Responsibilities

• Selects and uses project management methodologies backed by modern software approaches such as SAFe, SCRUM, and Agile.
• Manages overall coordination of project from planning through implementation.
• Sets and manages project plans, priorities, timelines, milestones, and deliverable schedules.
• Regularly monitor project progress against the plan, identifying potential risks and roadblocks and developing mitigation strategies.
• Proactively manage changes to project scope and requirements.
• Collaborate with IT department, vendors, project team members and subject matter experts to implement solutions according to agreed upon milestones and deliverables.
• Leads project planning sessions with multiple stakeholders, vendors, and subject matter experts.
• Coordinates the activities of multi-functional, collaborative teams, as well as task dependencies and schedule.
• Oversee stakeholder communication of progress, blockers, next steps.
• Assist with test plan and issue management process development.
• Document vendor progress of adhering to contract deliverables and communicate with executive leadership as needed to address deficiencies.
• Provide timely updates to stakeholders on project status through reports/presentations.
• Develop and lead the project team to the delivery of successful project outcomes.
• Coordinates staff and other resources as needed.
• Facilitates discussion and consensus among various project stakeholders.
• Manages vendor relationship and deliverables.

Contact Center Solution Project Manager Required Experience and Qualifications

• Bachelor degree in a related field from an accredited college or university and five years of recent relevant project management experience.
• Relevant certification such as Project Management Institute???s Project Management Professional (PMP) certification or other similar certification.
• Strong understanding of software development methodologies. (Agile, Waterfall, etc.)
• Experience with project management tools. (Jira, Asana, etc.)
• Experience measuring staff effort related to user stories and tasks surrounding testing, development, and any other part of a typical technical strategy or implementation project.
• Experience working with data systems and acting as a liaison between business users and technical staff.
• Experience project managing client contact solution projects.
• Knowledge and experience with Salesforce.
• Knowledge and experience of integration methodologies and best practices.
• Understanding and use of document management and version control.
• Experience gathering and presenting information to various levels of stakeholders.
• Experience managing projects with multiple project teams.

Contact Center Solution Project Manager Required Skills and Technical Competencies

• Intermediate skills in SharePoint and relational databases.
• Advanced skills in Excel and other Microsoft Office applications.
• Excellent communication skills, both oral and written.
• Ability to communicate complex information in a clear and concise manner.
• Expert organizational skills.
• Ability to organize and evaluate data to drive decision making.
• Ability to collaborate and work effectively as a team member.
• Demonstrated ability to form and maintain collaboration among partners.
• Ability to develop trusting relationships and resolve conflict.
• Excellent leadership and team management abilities.
• Ability to work with diverse communities and sensitivity to needs and concerns of various cultural groups.
• Demonstrated ability to take initiative, prioritize work, manage time, and respond effectively to rapidly changing environment.
• Demonstrated knowledge and skills in assessing and mitigating risks through risk planning and practice management.