Description

You will manage a contact center portfolio of project delivery work, overseeing requirements, schedules, budgets, and resource allocation.

Responsibilities

• Manage project scope, timelines, and budget while identifying and mitigating risks and issues.
• Facilitate project governance through regular status reporting, portfolio data analysis, and governance meetings with stakeholders and the PMO.
• Ensure deliverable quality adheres to standard change control principles and customer requirements.
• Collaborate with vendors, developers, and architects to develop and deliver enterprise architectural solutions.
• Provide technical support and escalation after business hours and on weekends as required.

Required Skills

• 5+ years of experience in IT project management and contact center implementations.
• PMP certification with expertise in formalized methodologies and change management.
• Hands-on experience with Siebel, NICE-inContact, Genesys, and SUITE.
• Proficiency in SDLC management practices, including Agile Scrum and Waterfall environments.
• Strong ability to manage multiple stakeholders in client-facing roles.
• Expertise in risk identification, mitigation, and providing remediation recommendations.
• Proven ability to communicate technical information to both business stakeholders and developers.

Preferred Skills

• Experience with State of Michigan agencies, systems, policies, and standards.

Key Skills

Education

Any Graduate