Contact Center as a Service CCaaS Project Manager

Job Role: Part Time - 10 Hours per week US Time Zone and European Time Zone.

Language: - English and French Speaking.

Job Title: CCaaS Project Manager

Certification: PMP or Prince Certification preferred.

Responsibilities:

• and manage multiple complex projects from initiation through closure.
• full ownership and accountability for project planning, resource management, and scope.
• project scope, schedule, risks, and issues to ensure smooth delivery of projects.
• effective, accurate, and timely communications to all stakeholders.
• the quality and efficiency of each delivery - Proactively provide feedback on lessons learned and contribute to the development, maintenance, and enhancement of all project delivery/management processes and tools.
• existing processes with a focus on process improvement within the IT organization.
• the development of documentation to enable implementation and turnover.
• meetings to discuss project goals and progress.
• IT strategies that deliver projects on schedule and within budget.
• the planning, communication, and execution of scheduled IT maintenance activities impacting customer and internal stakeholders across various teams.

Cores skills and talents to succeed:

• years of experience managing complex cross-functional CCaaS projects using established project management disciplines and methodologies.
• have customer-management experience with a focus on stakeholder management across a variety of organizational levels.
• to build and forge strong relationships with customer team members while understanding their business objectives and acting in a consultative role.
• managing multiple concurrent projects of varied complexity utilizing cross-functional teams in multiple locations.
• skills - Able to prepare and present projects in a comprehensive way (status, open issues, risks, delay, defects reporting) to a variety of stakeholders.
• - capable of driving customers and internal resources through risks, issues, challenges, and delays with minimal escalations.
• written and oral communication skills.
• with ITIL Framework and processes including CMDB, and ITSM tools such as ServiceNow.
• in Microsoft Office applications including Visio and SharePoint.
• of IT infrastructure, terminology, and related applications.

Nice to have skills and experience:

Experience CCaaS environments such as NICE CXone, Genesys Cloud, and Amazon Connect