Description

Oversee small to large projects from initiation to close-out, ensuring smooth transitions to ongoing Maintenance & Operations.

Responsibilities

• Develop Statements of Work and requirements in coordination with stakeholders.
• Review technical solutions to ensure alignment with business needs and SDLC standards.
• Manage work plans, timelines, and deliverables throughout the software development lifecycle.
• Monitor project risks, issues, and trigger events while managing stakeholder buy-in.
• Lead the modernization of call center tools, including Workforce Management and CRM capabilities.

Required Skills

• 5-10 years of experience managing complex IT projects.
• 5 or more years of experience with Call Center technology.
• Experience with NICE CXone products including inContact, Studio Scripting Tool, IVR, Central, and ACD.
• Deep understanding of the Software Development Life Cycle (SDLC).
• Knowledge of ITIL practices, specifically incident and problem management.
• Experience with Workforce Management tools and CRMs for Call Centers.
• Proficiency with JIRA, Excel, and PowerPoint.
• Experience working within State or Government environments.
• Bachelor's degree in MIS, Computer Science, or a related field.

Preferred Skills

• PMP certification.
• Master's degree.

Key Skills

Education

Bachelor's degree