Job Description

Role: IT Project Manager with Contact Center

Location: Remote (EST)

Hire Type: Contract

Job Description:

The IT Project Manager will be responsible for initiation and managing of IT projects for enhancements, upgrade, migrate, integration of call center operations using Genesys Cloud and AVAYA technologies.. A successful candidate would leverage effective project management practices working collaboratively with various divisions and cross functional teams globally while delivering cost-effective implementation exceeding stakeholder expectations.

Responsibilities and Duties:

• Define application project scope, assess impact, determine implementation approach determine schedule, budget, resource needs working with various global stakeholders.
• Actively collaborate with the stakeholders in a consultative role eliciting business and technical requirements and help prioritize implementation aligning to IT strategies.
• Effective communicator, who is flexible and adaptable to work with global teams in adjusting to different time zones and cultures, in a dynamic and evolving environment.
• Manage multiple projects (internal, external, & for multiple divisions) in parallel, with regular monitoring, reporting while delivering on time and within budget.
• Lead team to resolve all program/project issues and constraints, effectively communicate, manage expectations, and resolve conflicts working closely with team and leadership.
• Build and execute operational and technical project plans, facilitate all project gate reviews and effectively escalate issues to meet the project milestones/goals.
• Actively manage scope and change aligning to business priorities, identify risks and issues, prioritize conflicting needs, handle matters expeditiously and proactively, follow-through on projects to successful completion with minimal guidance, often with deadline pressures.
• Provide regular status update to the Leadership and Management team with constant drive to make improvements to the outcomes.
• Demonstrate high adaptability and flexibility to take responsibility to support new projects that has priority and as communicated.

Basic Qualifications

• Minimum 7-10 years of experience as IT project manager with minimum 3 years' experience in managing strategic projects including Genesys Cloud, Avaya , ERP, CRM(SFDC) , finance systems, and similar applications, supporting global business & teams
• Bachelor's degree in business, computer science, Information Technology or 10 years' experience in Information Technology projects.
• Experience using Planview project management tool.
• Certified in PMP and/or Agile methodologies (preferred)

Preferred Experience and Skills:

• Experience as Application Project Manager leading new implementation, feature enhancements, upgrades, release and life cycle management supporting business transformation.
• Experience in integration projects, working with globally (APAC, EMEA, US regions) distributed business groups, working in a matrix and cross functional teams delivered projects on schedule & budget.
• Experience in implementation of SaaS applications with integration to legacy applications adhering to information security guidelines and meeting regulatory and validation requirements.
• Strong communicator with effective presentation skills delivering formal presentations to various levels of management articulating project status, risk mitigations, benefits & financial realizations.
• Has strong experience in PM Framework, following estimation guidelines, resource management, gate reviews, Quality audits, process improvements, provide training and usage of PPM tools & dashboard.
• Effective conflict management in a fast paced environment, take higher responsibilities working with cross functional team who are working on multiple priorities
• Excellent leadership and interpersonal skills with ability to influence stakeholders and team members with variety of personal styles to focus on right priorities under pressure and tight deadlines.
• Excellent written and verbal communication skills is a must.

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