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Presidio · 2 months ago

Project Manager, Contact Center

Orlando, FL

Full-time

Onsite

Mid Level

3+ years exp

Presidio is at the forefront of a global technology revolution, transforming industries through cutting-edge digital solutions and next-generation AI. They are seeking a seasoned, customer-facing Project Manager for their Contact Center Team to facilitate and coordinate the implementation of large scale on-premise and cloud contact center solutions.

Cloud InfrastructureInformation ServicesInformation Technology

Responsibilities

Performs day-to-day management of all phases of the project including obtaining project requirements, design, development, test, and deployment of each project

Completes critical path analyses and tracking to maintain an accurate and updated view of the activities and deliverables to ensure the project is delivered on time, within budget, and meets or exceeds customer satisfaction goals

Manages resource planning by partnering with internal management to determine the project approach, staffing, responsibilities, and schedules according to the project timeline

Manages projects while balancing appropriate gross margin and billable utilization targets as defined by annual goals

Monitors cost to provide accounting support for project time, materials, and services

Coordinates all project activities with business owners/stakeholders and other support, technical infrastructure, and application teams

Manages relationships and coordinates work between vendors, customers, sub-contractors, and engineering teams throughout various locations

Manages the completion and distribution of all deliverables to customers, by tracking the delivery status and installation schedules, in accordance with required timeframes

Assures that all Statement of Work deliverables meet quality standards

Oversees change management on the overall project scope, according to a predefined change process, to meet project goals

Creates / maintains project schedules, risk mitigation plans, project budget, status reports, and all other project management-related documentation

Resolves client satisfaction issues and develops a partner relationship for the long-term benefit of the client, the vendor and Presidio

Remains up to date on relevant solutions to include:

+ Cisco Contact Center Express and Enterprise

+ Cisco Unified Communications

+ Cisco Customer Voice Portal

+ WebEx Contact Center and Contact Center Enterprise

+ Amazon Connect

+ Twilio Flex

+ Google CCAI and Dialogflow

Qualification

Contact Center SolutionsMS ProjectProject ManagementPMP CertificationAgile CertificationCloud SolutionsCustomer Facing ExperienceTechnical SolutionsDevOpsOn Prem SolutionsBachelor’s DegreeMilitary Experience