Project Manager

Key Responsibilities:

• Project Initiation and Planning:
• Define project scope, goals, and deliverables.
• Develop comprehensive project plans, including timelines, resource allocation, and risk management strategies.
• Secure necessary resources and budget approvals in ERP tools, resource allocations etc.
• Project Execution and Monitoring:
• Oversee project execution, ensuring adherence to project plans and timelines.
• Monitor project progress, identify potential risks, and implement mitigation strategies.
• Manage project budgets and ensure financial accountability.
• Technical Expertise:
• Possess a strong understanding of contact center technologies and migration scope including Genesys, Cisco, Nuance/Microsoft IVA, IVR, ACD, CTI, and CRM systems like Salesforce CTI
• Stay updated with industry trends around contact centre as a service (CcaaS) platforms like Genesys Cloud, Microsoft, Cisco.
• Collaborate with technical teams to ensure seamless integration and configuration of systems.
• Stakeholder Management:
• Build and maintain strong relationships with clients, internal teams, and external vendors.
• Effectively communicate project status, risks, and issues to stakeholders at all levels.
• Manage expectations and resolve conflicts.
• Quality Assurance & Reporting:
• Implement quality assurance processes to ensure project deliverables meet the highest standards working with Delivery Assurance Group.
• Conduct thorough testing and validation of systems with respective stakeholders’ teams.
• Identify and resolve quality issues promptly part HyperCare in Project cycle and handover to support org.
• Produce and create weekly updates to internal stakeholders and external stakeholders as necessary.

Required Qualifications:

• Bachelor’s degree in computer science, Engineering, or a related field.
• Proven experience as a Project Manager in a contact center technology and migration projects for enterprise customers.
• Strong understanding of project management methodologies (e.g., Agile, Waterfall) & Certifications in project management (e.g., PMP )
• Proficiency in project management tools (e.g., MS Project, Jira).
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.