Immediate need for a talented Telephony Delivery Project Manager(IVR/Genesys). This is a 06-12+ Months contract opportunity with long-term potential and is located in Stuart, FL(Remote). Please review the job description below and contact me ASAP if you are interested.
Job ID; - 26-03488
Pay Range: $80 - $85/hour. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).
Key Responsibilities:
- The individual in this role must have the ability to establish trusting and collaborative working relationships with cross functional teams.
- This deep partnership with critical stakeholders will allow this role to successfully oversee the end-to-end execution of initiatives that drive business outcomes.
- The individual will need to have expertise in project management, analytics, business practices, and strong communication skills.
- A track record of leading mid-scale, cross-functional transformation and innovation initiatives is essential to be successful in this role.
- Lead the full lifecycle implementation of contact center technologies, including Genesys Cloud, NICE CXone, and related components (IVR, ACD, WFM, QM, analytics).
- Develop and manage detailed project plans, budgets, timelines, and resource allocations.
- Coordinate cross-functional teams including IT, operations, customer service, compliance, and external vendors.
- Ensure seamless integration with CRM platforms, ticketing systems, and other enterprise applications.
- Manage project scope, risks, and change control processes to ensure successful delivery.
- Oversee testing, training, and go-live activities, ensuring operational readiness and user adoption.
- Monitor post-implementation performance and drive continuous improvement initiatives.
- Ensure compliance with data privacy, security, and industry regulations (e.g., HIPAA, PCI-DSS).
Key Requirements and Technology Experience:
- Key skills; Enterprise IT Project / Program Management
- Telephony & Contact Center Delivery (End-to-End) (IVR/Genesys)
- Salesforce/ MuleSoft & Systems Integration
- Regulated Industry & Compliance Expertise- HIPPA PCI-DSS
- Excellent writing skills and the ability to communicate accurately and concisely
- Ability to gain new technical skills quickly
- Strong customer service skills and positive attitude
- Ability to communicate sophisticated technical concepts in simple terms
- Sophisticated skills with Microsoft Office products and working knowledge of Salesforce and Brightree
- Ability to meet tight deadlines and handle changing priorities
- Bachelor’s Degree
- Five or more years of experience in technical telephony project management
- Prior experience within a regulated industry (e.g., medical device, pharma, automotive, aerospace)
- Managed/supported projects cross-functionally in an iterative, fast paced environment
- Excellent verbal and written communication skills required
- Strong analytical, problem-solving, and communication skills
- High attention to detail while managing multiple sophisticated deliverables and stakeholder groups required
- Ability to learn quickly, deal with ambiguity, take initiative and achieve results required
- Showed talent with MS Office skills, particularly in PowerPoint, Excel, and Word. Proficiency with Salesforce, SharePoint, Jira, Brightree, Telephony Solutions and Confluence preferred.
- Proven organization and time management skills
Our client is a leading Medical Device Industry, and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration
Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
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