Vacancy expired!
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Project Manager - IVR Migration6+ months position largely remote but some onsite work in our Lakewood Office, CO may be required depending on project needs.This successful candidate is responsible as the Project Manager to oversee the seamless migration and cultural adoption of the Amazon Connect cloud contact center software across 2 of the major business units The ideal candidate will have experience leading a call center environment and understand the intricacies of leading an IVR migration and how it impacts the people, processes and systems within the organization. Particular experience on how to leverage processes and systems to directly impact our key performance metrics. RESPONSIBILITIESThis position is responsible for managing and leading the successful deployment and operation of the Amazon Connect cloud contact center solution.General Responsibilities include:- Comfortable and experienced leading large call center impacting projects in a large, matrixed organization.
- Responsible for configuration, training, and organizational change management to ensure the call center teams’ successful adoption and maintenance of the Amazon Connect platform.
- Utilization of the DOR PMO framework to support the reporting, management and communication standards of the organization.
- Ability to encourage a positive culture with a focus on constant improvement.
- Drive recommendations for future call center improvements based upon experience and best practices to encourage best in class performance.
- Deliver an improvement roadmap to help maximize the potential of the Amazon Connect platform to drive down On Hold metric and others.
- Serve as a primary point of contact with the Office of Information Technology during the implementation to coordinate aspects of the project.
- Experience with call center technology and understanding of the systems and key processes that drive a positive customer experience.
- Comfortable leading large teams in a remote working environment.
- Extensive experience leading organizational change efforts
- Bachelor’s degree from an accredited college or relevant work experience
Vacancy expired!