Vacancy expired!
- Create and oversee project schedule. Ensure timely completion through all phases from planning, execution, and market delivery. Identify, track, and mitigate risks. Take the lead on quantifying and tracking quality control issues.
- Participate in requirements gathering sessions and onsite workshops to identify client challenges and define specifications
- Communicate effectively with technical teams to translate business requirements into technical requirements/implementation plan
- Collaborate with subject matter experts across cross-functional & IT teams to elicit their input to inform decisions around call center applications & integration with call center agents telephony system
- Lead the end-user training effort during new system handover
- Review, research, analyze & document current state findings, potential future recommendation, and roadmap
- Constantly be on the lookout for ways to improve business practices and efficiencies
- Prepares status reports and present to customers/client as required
- A comprehensive history of leading programs/projects involving multiple stakeholders and complex integrations.
- Has familiarity with established program/project delivery methodologies and can utilize different processes to drive projects to completion
- Understands & has experience with projects involving telephony systems like Cisco UCCE, Avaya , Genesys
- Knows or have ability to understand Contact center platforms for Recordings, Work Force Management, like NICE engage, NICE IEX, Verint AQM (Recordings), Verint WFM on-Premise and Cloud based.
- Know or have ability to understand Cloud telephony platform and / or Cloud communication platforms like Twilio Flex and Amazon Connect, and NICE InContact.etc
- Knows how to effectively use and leverage standard project management tools such as MS Project, JIRA & Confluence, etc.
Vacancy expired!