Overview
On Site
Compensation information provided in the description
Contract - W2
Skills
Finance
Recruiting
SAP BASIS
Unified Communications
Strategic Planning
Business Strategy
Collaboration
Effective Communication
Project Lifecycle Management
Service Delivery
Data Governance
Cloud Computing
Analytical Skill
Communication
Leadership
Adaptability
Process Mapping
Requirements Elicitation
Management
Project Management
Change Management
Vendor Management
Onboarding
Problem Solving
Conflict Resolution
Job Details
Our client, a leading financial company, is hiring a Technical Transformation Manager on a contract basis
Job ID #: 83312
Work Location: Remote
Summary:
Key Responsibilities:
Skills:
Key Requirements:
Pay Range: $137-138
The post appeared first on .
Job ID #: 83312
Work Location: Remote
Summary:
- The Service and Contact Center Technical Transformation Manager will lead the strategic assessment and redesign a service operating model to enhance performance, streamline processes, optimize people and governance, and facilitate modernization towards future-state Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS) solutions.
- This role involves managing the transformation project lifecycle, collaborating with stakeholders to gather requirements, design future state models, and ensuring effective change enablement and vendor onboarding.
- The manager will work closely with cross-functional teams to prepare detailed implementation schedules and drive successful modernization initiatives.
Key Responsibilities:
- Assess the current service operating model to identify strengths, gaps, and improvement opportunities.
- Develop and implement a strategic plan for designing future-state service models aligned with transformation goals and business strategy.
- Lead high-level phone tree and process mapping to prepare for CCaaS/UCaaS modernization.
- Collaborate on the requirements gathering process and prioritize essential business and operational requirements for future-state solutions.
- Establish governance structures and guide stakeholder change strategy to facilitate smooth transitions.
- Manage project timelines, deliverables, and communications to ensure a successful implementation of modernization plans.
- Coach and lead the team to successful execution of the engagement priorities and deliverables. (provide hands-on management/review of the work materials and supporting the team)
- Act as the primary liaison between various stakeholders, ensuring consistent and effective communication throughout the project lifecycle.
- Support project management and change enablement activities, including vendor onboarding and preparing integrated implementation plans.
Skills:
- Experience conducting project assessing the layers of the operating model (service delivery, people, process, tech, data, governance)
- Experience having written and managed requirements gathering for detailed business requirements
- Familiarity with contact center technologies and modern cloud-based solutions like CCaaS/UCaaS.
- Strong analytical skills with the ability to assess complex service environments and drive strategic improvements. Expertise in project management, including planning, execution, monitoring, and controlling complex projects.
- Excellent communication skills, capable of collaborating with technical and non-technical stakeholders at various levels.
- Leadership skills with experience guiding cross-functional teams through transformation initiatives.
- Adaptability to manage and prioritize multiple tasks within a dynamic work environment.
- Proficiency in process mapping and requirements gathering techniques.
Key Requirements:
- Proven experience in managing service transformation projects or contact center technical modernization initiatives.
- Experience with project management tools
- Demonstrated expertise in developing and implementing change management strategies.
- Strong knowledge of vendor management and onboarding practices.
- Exceptional problem-solving skills and the ability to work independently and as part of a team.
Pay Range: $137-138
The post appeared first on .
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