Dice
Project Manager (Call Center Technology)
Dice, Providence, Rhode Island, us, 02912
Dice is the leading career destination for tech experts at every stage of their careers. Our client, Cyma Systems Inc, is seeking the following. Apply via Dice today!Position: Project Manager Senior - Call Center Technology
Location: Providence, RI (Onsite)
Duration: 12+ months
Hours: 35 hours a week
The Project Manager Senior has overall responsibility for overseeing small to large projects from initiation to close-out. This will include providing recommendations to improve operations and smoothly transitioning projects to ongoing Maintenance & Operations. This role will be instrumental in assisting the State team in leading modernization of call center tools including Workforce Management, and enhanced CRM capabilities. This requires coordination between the Department of Human Services (DHS), Enterprise Technology Strategy and Services (ETSS) in the management of the software development lifecycle. The Project Manager monitors and identifies project risks, issues, and trigger events, ensures the alignment, buy-in, and coordination of project stakeholders; and assists with reviews of vendor performance levels, ensures service level agreements are met, and supports the contract negotiations with vendors. Responsibilities of the Project Manager Senior require strong project management, knowledge of software development processes and exceptional leadership and communication skills.Responsibilities:
Develop Statement of Work and requirements with stakeholdersReview proposed technical solutions to ensure they meet the business needs and SDLC standardsDevelop work plans and manage timelines associated with SDLC deliverablesProvide consultative support to Agencies & Program Leadership to help enforce governance standards and best practicesAct as the key point of contact for the Agencies in managing project issues and escalationsReview incident and defect metrics and performance trends to identify opportunities for improving processes or enhancing the Call Center functionsCreate dashboards and tools to assist the business in prioritization and release planning activitiesAnalyze and communicate project status effectively to stakeholders and project leadershipParticipate in strategic improvement initiatives focused on Call Center technology enablementComplete work assignments with minimal supervision by applying up-to-date expertise in subject area to generate creative solutionsEnsure all procedures and policies are followedLeverage an understanding of data and resources to support projectsCollaborate cross-functionally to solve business problemsEscalate issues or risks as appropriateSupport, identify, and monitor priorities, deadlines, and expectationsOther duties as assignedEDUCATION:
Bachelor's degree in MIS, Computer Science or related field.Master's degree preferredPMP certification a plusEXPERIENCE AND REQUIRED SKILLS:
Must have worked in call center conducting any or all of the following tasks: Architecture, migration, conversion, moving product such as one platform to another, design. If they have not worked in this capacity do NOT submit them.5-10 years experience as a Project Manager with a proven track record managing complex IT projectsVersatile project management skills with the ability to learn quickly and work with limited oversight and supervisionDemonstrated ability to build effective partnerships with key business stakeholders and outside vendorsProven leadership, organizational and planning skills across different types of projectsExperience with project management tools and best practicesExperience with application development and software development life cycle methodologiesExperience with ITIL practices including incident and problem managementRequired knowledge of JIRA, Excel, PowerPoint5 or more years of experience in Call Center technologyExperience with NICE CXone products including inContact, Studio Scripting Tool, IVR, Central, and ACD or similarExperience with Workforce Management tools and CRMs for Call Centers
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Location: Providence, RI (Onsite)
Duration: 12+ months
Hours: 35 hours a week
The Project Manager Senior has overall responsibility for overseeing small to large projects from initiation to close-out. This will include providing recommendations to improve operations and smoothly transitioning projects to ongoing Maintenance & Operations. This role will be instrumental in assisting the State team in leading modernization of call center tools including Workforce Management, and enhanced CRM capabilities. This requires coordination between the Department of Human Services (DHS), Enterprise Technology Strategy and Services (ETSS) in the management of the software development lifecycle. The Project Manager monitors and identifies project risks, issues, and trigger events, ensures the alignment, buy-in, and coordination of project stakeholders; and assists with reviews of vendor performance levels, ensures service level agreements are met, and supports the contract negotiations with vendors. Responsibilities of the Project Manager Senior require strong project management, knowledge of software development processes and exceptional leadership and communication skills.Responsibilities:
Develop Statement of Work and requirements with stakeholdersReview proposed technical solutions to ensure they meet the business needs and SDLC standardsDevelop work plans and manage timelines associated with SDLC deliverablesProvide consultative support to Agencies & Program Leadership to help enforce governance standards and best practicesAct as the key point of contact for the Agencies in managing project issues and escalationsReview incident and defect metrics and performance trends to identify opportunities for improving processes or enhancing the Call Center functionsCreate dashboards and tools to assist the business in prioritization and release planning activitiesAnalyze and communicate project status effectively to stakeholders and project leadershipParticipate in strategic improvement initiatives focused on Call Center technology enablementComplete work assignments with minimal supervision by applying up-to-date expertise in subject area to generate creative solutionsEnsure all procedures and policies are followedLeverage an understanding of data and resources to support projectsCollaborate cross-functionally to solve business problemsEscalate issues or risks as appropriateSupport, identify, and monitor priorities, deadlines, and expectationsOther duties as assignedEDUCATION:
Bachelor's degree in MIS, Computer Science or related field.Master's degree preferredPMP certification a plusEXPERIENCE AND REQUIRED SKILLS:
Must have worked in call center conducting any or all of the following tasks: Architecture, migration, conversion, moving product such as one platform to another, design. If they have not worked in this capacity do NOT submit them.5-10 years experience as a Project Manager with a proven track record managing complex IT projectsVersatile project management skills with the ability to learn quickly and work with limited oversight and supervisionDemonstrated ability to build effective partnerships with key business stakeholders and outside vendorsProven leadership, organizational and planning skills across different types of projectsExperience with project management tools and best practicesExperience with application development and software development life cycle methodologiesExperience with ITIL practices including incident and problem managementRequired knowledge of JIRA, Excel, PowerPoint5 or more years of experience in Call Center technologyExperience with NICE CXone products including inContact, Studio Scripting Tool, IVR, Central, and ACD or similarExperience with Workforce Management tools and CRMs for Call Centers
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