Project Manager IV
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Job Description
Manage project management support for Contact Center Telephony initiatives, focusing on IVR systems. Lead change management efforts for implementing new telephony capabilities across organizations.
Responsibilities:
- Provide end-to-end project management support for Contact Center Telephony initiatives
- Focus on Interactive Voice Response (IVR) systems and related technology solutions
- Translate business needs into actionable plans
- Manage risks and dependencies, ensuring smooth implementation of innovation and system improvements
- Lead change management efforts to support adoption of new processes, enhancements, and telephony capabilities
- Manage the full project life cycle including project plans, schedules, resources, budget, and facilitation of project execution
- Partner with contact center operations, IT teams, vendors, and business units to oversee program implementations
- Support rollout activities and ensure smooth adoption of new IVR features
- Maintain detailed project documentation including meeting minutes, action items, issues lists, and risk management plans
- Provide leadership and effectively communicate project status to stakeholders
- Negotiate with project stakeholders to identify resources, resolve issues, and mitigate risks
- Coordinate cross-functional meetings to meet overall stakeholder expectations and company’s objectives
- Monitor the creation of all project deliverables to ensure adherence to quality standards
Requirements:
- Bachelor’s degree in related field or equivalent experience
- 7+ years of project management experience with departmental specific projects
- Previous experience as a lead in a functional area, managing cross functional teams on large scale projects or supervisory experience
- Proficient with MS-Office applications
- Healthcare experience; managed care experience preferred
- Experience with contact center, telephony, IVR, cloud-based platforms, or related technologies is strongly preferred
Benefits:
- competitive pay
- health insurance
- 401K and stock purchase plans
- tuition reimbursement
- paid time off plus holidays
- flexible approach to work with remote, hybrid, field or office work schedules
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