Roles and Responsibilities

• Lead IVR Modernization Project: Manage the end-to-end modernization of the IVR system used by pilots and flight attendants, ensuring the project aligns with business objectives and timelines.
  
• Stakeholder Management: Collaborate with Crew Operations, Customer Service, IT teams, and external vendors to gather requirements, define project scope, and manage expectations.
  
• Team Leadership: Coordinate cross-functional teams including developers, business analysts, and technical support to ensure smooth implementation and integration of the new IVR system.
  
• Risk and Issue Management: Identify potential risks, bottlenecks, and issues early, and develop mitigation strategies to keep the project on track.
  
• Budget and Resource Management: Monitor project budgets, allocate resources effectively, and ensure the project remains within financial constraints.
  
• Change Management: Implement effective change management strategies to ensure a smooth transition and adoption of the new IVR system among users.

Qualifications/Skills

• Strong IT Project Management background, strong SaaS integration, and vendor management.
• Experience with contact center technologies.
• Experience with contact center systems, especially IVR, Cisco platform, and integrations btw them Call Center Domain knowledge Vendor integrations with Contact Center technology / IVR systems.
• Cisco ideal (e.g UCCE, CUCM, Cisco VoIP) Managing multiple workstreams and projects concurrently (up to 4 projects in this program) Project finances and budgeting, ability to manage the project budget is key Bonus if they have aligned PM tools like (Clarity, ADO, excel) Bonus if can speak to things like - Robocalling technologies, Transcription, and speech-to-text technology Having the domain knowledge in IVR, etc.

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