Contact Center Project Manager

Please find details for this position below:

Title : Senior IT Project Manager

Location : Wall, NJ 07719

Duration : Up to 18 Months

Additional Job Details:

Basic Function:

• Team is seeking a highly skilled and Senior IT Project Manager specializing in Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS) to spearhead the modernization of **** Unified Communications & Collaboration (UCC) platform, which has been in operation for over 20 years.
• The Senior IT Project Manager will lead the development of comprehensive requirements documentation, identify key gaps and opportunities, and oversee the Request for Proposal (RFP) process for selecting and implementing the optimal solution.
• The successful candidate will ensure project completion within scope, on time, and within budget, leveraging a deep understanding of contact center technologies, superior project management capabilities, and strong collaboration skills to drive seamless coordination with clients and internal teams.

Major Responsibilities:

• Coordinate internal teams and external vendors to ensure seamless project execution.
• Partner with Procurement in the RFP development and vendor selection for a new CCaaS/UCaaS solution.
• Collaborate with Legal and Procurement teams to navigate negotiations and ensure compliance with NJR policies.
• Optimize resource allocation and develop detailed project plans to track and report progress.
• Prepare executive-level reports and provide regular updates to the steering committee.
• Monitor and measure project performance using appropriate systems, tools, and methodologies.
• Implement risk management techniques to mitigate project risks, escalating issues when necessary.
• Establish and maintain strong relationships with vendors and third-party stakeholders throughout the project lifecycle.
• Develop and maintain comprehensive project documentation aligned with IT Project Management Office standards.
• Identify, escalate and resolve issues critical to project success
• Work independently and contribute to the team in a collaborative, creative environment

Requirements and Skills:

• Bachelor's degree in business, computer science, information systems, engineering, or a related field.
• Experience: 10 15 years of experience implementing CCaaS/UCaaS solutions with a focus on large-scale, complex projects.
• Technical Skills: Strong understanding of contact center solutions, CRM systems, telephony, and integration technologies. Familiarity with AI and automation in contact centers is a plus.
• Project Leadership: Proven ability to manage complex, customer service call center projects, ensuring seamless integration and execution.
• Strategic Thinking: Strong analytical and decision-making skills with the ability to identify issues, evaluate options, and implement effective solutions.
• Cross-Functional Collaboration: Experience working as an IT Project Manager in a matrix environment, partnering with internal teams and third-party stakeholders.
• Business & Technical Acumen: Expertise in business analysis, infrastructure, enterprise architecture, application development, and validation.
• Project Execution: Comprehensive lifecycle experience, managing internal teams, contractors, and vendors to achieve project success.
• Communication & Leadership: Excellent written and verbal communication skills with the ability to engage and influence stakeholders at all levels of the organization.
• Financial & Business Management: Experience in estimating, forecasting, financial management, and business case development.
• Leadership & Inclusion: Strong consultative leadership skills, fostering a collaborative and inclusive work environment that values diverse perspectives.

Desired Skills:

• PMI certification / training is a plus.
• Regulated utility operations experience and knowledge is a plus.

EEO: Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.