• Responsible for managing the overall execution of a fast-paced, diverse, critical, strategic projects from initiation through post-implementation, primarily focusing on quality, cost, and schedule.
• These projects involve significant return and risk to the company, have approved budgets (IT and/or business), include multiple functions/departments, involve major IT efforts, impact agents and customers (directly or indirectly), and contain complex business, legal or regulatory issues.
• They can also involve multiple phases or work streams within the project.
• This position requires interaction with executives and other personnel throughout the organization, and a focus on strong leadership, critical thinking, facilitating issue resolution and timely decision making.

Essential Job Functions:

• Manage successful execution of large-scale, multi-functional projects to support strategic initiatives across enterprise, in partnership with business and IT leadership.
• Define project scope, goals, and deliverables. Develop detailed project plans, schedules, and resource allocation. Identify and manage project dependencies and critical paths.
• Establish and manage a project team and define roles and responsibilities of the team members.
• Integrate all team members and multi-functional departments, to ensure collaboration and alignment, with occasional guidance.
• Develop comprehensive project, communication, and change management plans. Ensure effective communication within the project team and with external stakeholders.
• Effectively manage the project scope, schedule, and budget.
• Effectively manage or mitigate project issues and risk.
• Identify potential risks and develop mitigation strategies. Monitor and control project risks throughout the project lifecycle.
• Build and maintain strong relationships with project stakeholders. Manage expectations and ensure satisfaction of project deliverables
• Identify key project metrics and establish process to measure/report results.

Experience:

• 5+ years' experience in a project management environment, including project management experience on IT/technical projects.
• Experience on infrastructure/cloud migration projects a plus.
• Technical Project Manager with call center technology/tool experience – Workforce Management, Call Recording, Soft Phone, IVR, Reporting and Analytics, etc.
• Experience with moving to a CCaaS (Contact Center as a Solution) preferred.