Lead and manage multiple projects (up to 4 concurrently) focused on contact center technology integrations, ensuring timely delivery and alignment with business objectives.
Collaborate with vendors to integrate contact center technologies, specifically with a focus on Cisco systems (e.g., UCCE, CUCM, Cisco VoIP).
Oversee the integration of SaaS solutions within the contact center environment, ensuring seamless functionality and alignment with existing systems.
Leverage in-depth knowledge of call center operations and technologies to inform project decisions and strategies.
Develop and manage project budgets, ensuring effective financial oversight and accountability throughout the project lifecycle.
Serve as the primary point of contact for stakeholders, providing regular updates on project status, risks, and milestones.
Maintain comprehensive project documentation and produce detailed reports for management review.
Qualifications
7+ years of experience in IT project management, specifically within the contact center domain.
Strong knowledge of IVR systems and Cisco technologies, including UCCE, CUCM, and Cisco VoIP.
Proven ability to manage multiple projects and workstreams simultaneously, with a strong focus on deadlines and deliverables.
Experience in project budgeting and financial management.
Excellent verbal and written communication skills, with the ability to engage effectively with both technical and non-technical stakeholders.
Project Management Professional (PMP) or similar certification is preferred.