Description

You will oversee IT projects from initiation through close-out, focusing on call center tool modernization and CRM enhancements.

Responsibilities

• Develop Statements of Work and requirements in coordination with stakeholders.
• Manage work plans, timelines, and deliverables throughout the software development life cycle.
• Monitor project risks, issues, and trigger events while ensuring stakeholder alignment.
• Review technical solutions to ensure they meet business needs and SDLC standards.
• Review vendor performance levels and support contract negotiations to ensure service level agreements are met.

Required Skills

• 5-10 years of experience as a Project Manager managing complex IT projects.
• 5+ years of experience specifically with Call Center technology.
• Hands-on experience with NICE CXone products including inContact, Studio Scripting Tool, IVR, Central, and ACD.
• Experience with Workforce Management tools and CRMs for call centers.
• Deep understanding of application development and SDLC methodologies.
• Practical knowledge of ITIL practices, including incident and problem management.
• Proficiency with Jira, Excel, and PowerPoint.
• Bachelor’s degree in MIS, Computer Science, or a related field.

Preferred Skills

• Master’s degree.
• PMP certification.

Key Skills

Education

Bachelor's Degree