Project Manager - Call Center IT

Project Manager - Call Center IT

Leading publicly traded media and telecommunications company seeks a Senior Project Manager to be responsible for managing and directing the implementation of one or more large-scale Information Systems (IS) Projects as assigned by the Program Manager. The Senior Project Manager is also directly responsible for managing / overseeing project: scope, cost, schedule, risk, human resources, communications, procurement and change.

Additionally, the Senior Project Manager coordinates IT and non-IT resources to consistently deliver high quality products and services on-time and within budget. The key focus of this position is overall management of all CCIS (Call Center Information Systems) projects ensuring delivery of such projects on-time, on-budget with required business functionality. These projects include application development (e.g., JAVA, J2EE, C, XML, VXML, custom integration), call center technology (e.g. ACD, IVR, CTI, digital call recording, workforce management, operational analysis and reporting) and maintenance and enhancement projects utilizing a variety of new computing architectures (e.g., client/server, intranet, Web).

Qualifications

• 8+ years of project management responsibility, demonstrating leadership skills and managing technical staff and financial resources through various life-cycle phases (cross functional experience highly desirable)
• 8+ years of information systems or relevant business experience in the development, implementation, and maintenance of information systems, preferably across multiple hardware and software platforms. Database systems, such as Oracle or RedShift, on Big Data Platforms on cloud infrastructure
• Experience in full systems development, software development and project management life cycles with both custom development and package based application deployment
• Detailed knowledge of call center technology systems (e.g., ACDs, IVRs, workforce management, quality systems, digital call recording).
• Experience in infrastructure definition and deployment, and project management life cycles related to implementing new and refreshing/upgrading existing environments.
• Knowledge and use of formal software development lifecycle methodologies, including: "Waterfall", RAD and Conference Room Pilots
• Knowledge of relevant infrastructure technology and tools including thick client, WAN, voice technologies, VOIP, network server, workstation, etc.
• Knowledge and use of formal Quality Assurance (QA) processes, including: use case development, code reviews, defect tracking, unit testing, systems testing, integration testing and performance testing
• Knowledge of relevant technology, tools and middleware, including Java, HTML, XML, CGI, SQL, C/C++, 4GLs, OLE/MS Office, Window, ODBC, GUIs, RPCs, Vitria, Tibco and various RDBMSs
• Ability to adapt to rapidly changing technology and apply it to business needs
• Understands development and implementation of large-scale, complex applications in a call center technology environment. Experience with Aspect, Genesys, Verint or similar call center technology packaged solutions
• Formal project management training/certification (e.g., Project Management Institute- "Project Management Professional (PMP)") is required
• Bachelor's degree in Business (or Management), Computer Science, Engineering, or related discipline preferred. Minimum of 60 college credits required, or military experience or accredited trade/technical certification

Additional Information

This is an opportunity we are looking to hire asap, please apply soon!