contact center as a service (ccaas) program/project manager.

Key Responsibilities:
Program Management:
Develop, document, and implement strategies to achieve program outcomes and align with broader organizational goals.
Define benefits that will realize the strategic objectives of the program and oversee plans
to achieve benefit realization.
Oversee all activities associated with the program to ensure goals and commitments are
achieved.
Manage a centralized plan that encompasses all functional area activities critical to the
success of the initiative.
Partner with cross-functional team members to identify area impacts, incorporate needs
into the overall program plan, and drive mitigation plans for critical readiness areas.
Develop strong partnerships with key functional stakeholders to drive focus on business
goals.
Manage risks and issues, take corrective measures, and anticipate and remove
roadblocks to minimize negative business outcomes.
Manage the program’s budget to ensure business objectives are achieved within
approved funding.
Coordinate and manage cross-functional teams to ensure program goals are met.
Establish and maintain relationships with key stakeholders, including executives,
business unit leaders, and external partners.
Monitor program progress, identify risks, and implement mitigation strategies.
Ensure programs are delivered on time, within scope, and within budget.
Provide regular program updates to senior leadership and stakeholders.

Project Management:
Own and manage end-to-end project management of CCaaS implementation including
stakeholder management, project scope, product enhancements, change control processes, and risk mitigation plans.
Develop, communicate, and build consensus for goals and project benefits in alignment
with Corporate Strategy.
Review project proposals or plans to determine project timelines, funding limitations,
procedures for accomplishing projects, staffing requirements, and the assignment of
resources to various project phases.
Ensure that each project status, schedule, and budget is reported and forecasted.
Ensure the project adheres to all Corporate and IT policies and standards.
Develop project plans, schedules (MS Project), resource requirements, and project
budgets.
Ensure project milestones and budgetary constraints are maintained.
Escalate and communicate risk issues to leadership and business when project scope
requires intervention; assist in evaluation, re-prioritization, and re-design of project plans
and objectives as necessary.
Participate in design meetings.
Work with business stakeholders/Business Analysts to capture and define requirements.
Ensure that customer business requirements and KPIs are being implemented according
to defined scope, requirements, and best practices, and value is being delivered at every
touchpoint.
Set expectations with clients regarding dates and deliverables.
Carry out quality assurance procedures in accordance with established methodology
and ensure successful project execution.

Qualifications: Bachelor’s degree or equivalent experience. Minimum of 10 years of project managemen

Skills and Competencies:
Strategic thinking and problem-solving abilities.
Strong organizational and multitasking skills.
Ability to manage multiple priorities and deadlines.
High attention to detail and quality.
Strong analytical and decision-making skills.
Ability to adapt to changing priorities and work in a fast-paced environment.
Excellent communication skills: ability to present and correspond well with Executive
Management/Project Teams and external stakeholders.
Exceptional interpersonal and influencing ability across a broad range of personality types, gaining commitment, and bringing individuals “on board” at all levels.
Hands-on, detail-oriented, highly organized with excellent follow-up and problem-solving skills.
Self-motivated individual with a high level of initiative and sense of urgency.
Effective communication and organizational skills, flexibility, adaptability, common sense.
Energetic leadership skills and ability to work within a matrix organization creating alignment across multidisciplinary functional lines.
Professionalism in dealing with all levels of management and staff.
Ability to initiate and develop key relationships and interfaces.
Highly analytical with excellent problem-solving skills and the ability to guide others in problem-solving when ambiguity exists.
The successful candidate shall exhibit a sense of ownership, urgency, be solution- oriented, collaborative, and accountable.

PMP

Universidad