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

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