| Project Manager Senior - Call Center Technology - Local consultants only (RI, CT, MA) at Providence, Rhode Island, USA |
| Email: [email protected] |
| From: jyoti, kpg99 [email protected] Reply to: [email protected] Job Title: Project Manager Senior - Call Center Technology Job Posting #: TBD Client: State of Rhode Island, Department of Administration (DOA) / Department of Information Technology (DOIT) Duration: 1-year contract Extensions possible Location: Providence, RI onsite Work Week: 35 Hours Project Manager Senior - Call Center Technology position that is available with the State Rhode Island Department of Department of Administration (DOA) / Department of Information Technology (DOIT) Location: Providence, RI Onsite 12 Months Contract Extension Possible. The work authorization requirement for is a US Citizen, Green Card or H1B visa the background checks take too long for other visas. Local consultants only (RI, CT, MA) no relocations and the consultant may be subject to an F2F Interview when offered the position. Candidates with State, Government with 10 plus years of experience are ideal for this role. PMP certification and masters degree are strongly preferred. This role has been recently reposted; the consultant who was offered the role had 15 years call center experience and was very strong with Nice and CXone OR CX one with five plus years of experience. Job Description : 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. The 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 stakeholders Review proposed technical solutions to ensure they meet the business needs and SDLC standards Develop work plans and manage timelines associated with SDLC deliverables Provide consultative support to Agencies & Program Leadership to help enforce governance standards and best practices Act as the key point of contact for the Agencies in managing project issues and escalations Review incident and defect metrics and performance trends to identify opportunities for improving processes or enhancing the Call Center functions Create dashboards and tools to assist the business in prioritization and release planning activities Analyze and communicate project status effectively to stakeholders and project leadership Participate in strategic improvement initiatives focused on Call Center technology enablement Complete work assignments with minimal supervision by applying up-to-date expertise in subject area to generate creative solutions Ensure all procedures and policies are followed Leverage an understanding of data and resources to support projects Collaborate cross-functionally to solve business problems Escalate issues or risks as appropriate Support, identify, and monitor priorities, deadlines, and expectations Other duties as assigned EDUCATION: Bachelors degree in MIS, Computer science or related field. Masters degree preferred PMP certification a plus EXPERIENCE AND REQUIRED SKILLS: 5-10 years experience as a Project Manager with a proven track record managing complex IT projects Versatile project management skills with the ability to learn quickly and work with limited oversight and supervision Demonstrated ability to build effective partnerships with key business stakeholders and outside vendors Proven leadership, organizational and planning skills across different types of projects Experience with project management tools and best practices Experience with application development and software development life cycle methodologies Experience with ITIL practices including incident and problem management Required knowledge of JIRA, Excel, PowerPoint 5 or more years of experience in Call Center technology Experience with NICE CXone products including inContact, Studio Scripting Tool, IVR, Central, and ACD or similar Experience with Workforce Management tools and CRMs for Call Centers Keywords: information technology Connecticut Massachusetts Rhode Island Project Manager Senior - Call Center Technology - Local consultants only (RI, CT, MA) [email protected] |
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| Tue Jul 02 03:54:00 UTC 2024 |