NYC Staffing
Senior Project Manager, Contact Center
NYC Staffing, New York, New York, United States, 10001
Senior Project Manager - Contact Center
As a customer-facing Senior Project Manager for our Contact Center Team, you will facilitate and coordinate the implementation of large scale on premise and cloud contact center solutions with both short and extended timelines. The Sr. Project Manager is involved in all phases of the project from obtaining requirements to roll out, while maintaining budget, communications, and objectives of the overall project. Travel Requirements: In this role you will be expected to travel up to 15%. This role is remote. Job 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. Required Skills: Project Management experience in Contact Center solutions; Software development and/or Collaboration or Contact Center Solutions Proficient in MS Project PMP or Agile Certification (preferred) Education and Experience: Bachelor's degree or equivalent experience and/or military experience Over all 10+ years of experience a hands-on Project Manager managing technical VAR implementation projects and having customer facing experiences About Presidio
Presidio is committed to Diversity, Equity, and Inclusion at the highest levels and has strengthened its drive to build and drive systemic DEI change process across all levels of the organization. Cultivating a culture of inclusion where the expression of all our differences are valued, celebrated, and add to our collective achievements. Presidio is a global digital services and solutions provider accelerating business transformation through secured technology modernization. Highly skilled teams of engineers and solutions architects with deep expertise across cloud, security, networking and modern data center infrastructure help customers acquire, deploy and operate technology that delivers impactful business outcomes. Presidio is a trusted strategic advisor with a flexible full life cycle model of professional, managed, and support and staffing services to help execute, secure, operationalize and maintain technology solutions. We serve as an extension of our clients' IT teams, providing deep expertise and letting them focus on their core business. Presidio operates in 40+ US offices and offices in Ireland, London, Singapore, and India.
As a customer-facing Senior Project Manager for our Contact Center Team, you will facilitate and coordinate the implementation of large scale on premise and cloud contact center solutions with both short and extended timelines. The Sr. Project Manager is involved in all phases of the project from obtaining requirements to roll out, while maintaining budget, communications, and objectives of the overall project. Travel Requirements: In this role you will be expected to travel up to 15%. This role is remote. Job 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. Required Skills: Project Management experience in Contact Center solutions; Software development and/or Collaboration or Contact Center Solutions Proficient in MS Project PMP or Agile Certification (preferred) Education and Experience: Bachelor's degree or equivalent experience and/or military experience Over all 10+ years of experience a hands-on Project Manager managing technical VAR implementation projects and having customer facing experiences About Presidio
Presidio is committed to Diversity, Equity, and Inclusion at the highest levels and has strengthened its drive to build and drive systemic DEI change process across all levels of the organization. Cultivating a culture of inclusion where the expression of all our differences are valued, celebrated, and add to our collective achievements. Presidio is a global digital services and solutions provider accelerating business transformation through secured technology modernization. Highly skilled teams of engineers and solutions architects with deep expertise across cloud, security, networking and modern data center infrastructure help customers acquire, deploy and operate technology that delivers impactful business outcomes. Presidio is a trusted strategic advisor with a flexible full life cycle model of professional, managed, and support and staffing services to help execute, secure, operationalize and maintain technology solutions. We serve as an extension of our clients' IT teams, providing deep expertise and letting them focus on their core business. Presidio operates in 40+ US offices and offices in Ireland, London, Singapore, and India.