| Senior Project Manager (Contact Center) at Center, Colorado, USA |
| Email: [email protected] |
| From: sunil, ICS [email protected] Reply to: [email protected] Role/Position: Senior Project Manager (Contact Center) Duration: 1 year contract (through 12/31/2024) Level: Senior Level Position Location : Lake Forest, IL (Hybrid 3 days per week need to go onsite) Trustmark Senior Project Manager (Contact Center) MUST be local and committed to working 3 days on-site per week in Lake Forest, IL. Strong tenue is super important to this team, will only consider candidates with 1+ year projects. Candidates with short, jumpy contracts will not be considered. Please target candidates who have experience managing project financials (CapEx/OpEx) and creating budgets in their recent projects. For this position, please target candidates with recent experience managing contact center implementation projects (CCaaS), experience managing project budgets over $2M, and Microsoft Dynamics 365. What are the top 3 must-have skills: Successful experience implementing contact center solutions including coordination of design, development, configuration, integrations, testing, etc. Stakeholder management including executive level communication. Experience with Implementation Vendor Management What skills are nice to have Why CRM Implementation experience, preferably Microsoft Dynamics Experience leading projects with a budget >$2mil with cross-functional team coordination. Why the position is open: New project for 2024 Project Information: Describe the Project / High-Level Description, objectives, Critical Success Factors: Digital Contact Center and CRM Transformation Program: Introducing a modern platform such as Microsoft Digital Contact Center Platform will bring Trustmark a comprehensive, scalable, and flexible solution by delivering best-in-class AI that powers self-service experiences, live customer engagements, collaborative agent experiences, business process automation, advanced telephony, and fraud prevention capabilities. Trustmark's contact center will be equipped to give agents a streamlined 360-degree view of customers while engaging across voice, video, and other digital engagement channels such as social media and website chatbots. Proposed Solution The proposed solution is to deploy a Contact Center Platform and Implementation of Microsoft Dynamics 365 CCaaS solution for Trustmark's enterprise as follows: Agent Desktop: Customer Service Workspace Channels: Chat, Chatbot, Voice (with call transcripts), Social (FB Messenger, Twitter Direct Messaging), Email, Teams chat Case Management: Case, Accounts, Contacts, Activities, Knowledge Articles Omnichannel Config: Queues, Routing, Workstream, App Profiles, Macros, Agent Scripts, Session Template, App Tab Templates AI: Copilot and Power Virtual Agent AI-powered chatbots, AI-guided live feedback and suggestions in real-time Items in scope for the project include: Designing and Building processes and workflows Dashboards and Charts BI Reporting Office or Mail Merge Templates Data Migration or Integrations Custom Development as Required/Needed Training Consulting Services Organizational Change Management Consulting Services Knowledge Transfer Keywords: artificial intelligence business intelligence golang Illinois |
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| Thu Jan 18 22:07:00 UTC 2024 |