Project Manager - IVR and Customer Contact Center Cloud Solutions

Overview

W2 only, no C2C.
​MUST HAVE IVR and Telephony EXPERIENCE.

Position Title: Project Manager – IVR and Customer Contact Center Cloud Solutions

Location: Brooklyn, NY, Manhattan, NY, and/or Remote (Preference is can come in office a few times a month and for leadership meetings.)

Job Summary: We are seeking an experienced Project Manager to lead and oversee the implementation of Interactive Voice Response (IVR) and Customer Contact Center Cloud Solutions. The ideal candidate will have a proven track record in managing full technology solutions in the contact center space, working with vendors, and ensuring successful project delivery within scope, timelines, and budget. This role requires excellent documentation skills, particularly in documenting decisions with vendors and managing vendor statements of work (SOW). We are looing for talent that has experience leading or managing Contact Center as a Service implementation effort.

Key Responsibilities:

• Project Management: Lead the end-to-end implementation of IVR and Customer Contact Center cloud solutions, ensuring projects are delivered on time, within scope, and within budget.
• Vendor Management: Collaborate with vendors to define project requirements, manage vendor relationships, and oversee the execution of vendor statements of work (SOW).
• Scope and Timeline Management: Develop and manage project plans, including defining project scope, setting timelines, and tracking milestones.
• Documentation: Clearly document project decisions, vendor interactions, and project milestones. Ensure all project documentation is up-to-date and accessible.
• Stakeholder Communication: Communicate project status, risks, and issues to stakeholders, ensuring transparency and alignment throughout the project lifecycle.
• Risk Management: Identify potential project risks and develop mitigation strategies to ensure project success.
• Quality Assurance: Ensure that all project deliverables meet quality standards and customer expectations.

Qualifications:

• Experience: Minimum of 5 years of experience in project management, specifically in the IVR and Customer Contact Center cloud solution space.
• Technical Skills: Strong understanding of IVR systems, cloud-based contact center solutions, and related technologies.
• Vendor Management: Proven experience in managing vendor relationships and overseeing vendor statements of work (SOW).
• Project Management Skills: Excellent project management skills, including scope management, timeline management, and risk management.
• Documentation Skills: Strong documentation skills, with the ability to clearly document project decisions and vendor interactions.
• Communication Skills: Excellent communication and interpersonal skills, with the ability to effectively communicate with stakeholders at all levels.
• Education: Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field. PMP or similar project management certification is a plus.

The target hiring compensation range for this role is $70 to $75. Compensation is based on several factors including, but not limited to education, relevant work experience, relevant certifications, and location.