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Project Manager: IVR Services
Manages and coordinates the delivery of IVR projects and overall IVR health, for both new and MAC applications. In this capacity, the Project Manager either works as the customer liaison or as the provider of an IVR service element for client at an individual project level. Performs as the critical liaision between client, client and vendors for the delivery of projects and overall IVR support. May include Operational support of client IVR including trouble support and break/fix activity.
Duties and Responsibilities
§ Creates and analyzes IVR-related project plans, assessing issues, risk, opportunities and potential impact on meeting program goals and objectives. Monitors milestones and critical dates and resolves scheduling issues.
§ Trouble/Break Fix against IVR applications supporting client, including but not limited to ICR Routing/Network Provisioning/Troubleshooting latency/Call quality issues
§ IVR/ICR Reporting for overall client ECC/NonECC environment usage of ports and applications.
§ MAC Development & Testing within CAT environment, Pre-Production, and then to MAC approval. Coordinate and implement CR load activity for client Environment.
§ Develops and maintains necessary communication processes with regard to strategic plans, objectives, and major initiatives.
§ Oversees and coordinates the scheduling, review and validation of projects and CRs to meet the needs of client customers.
§ Serves as the team leader coordinating the activities of cleint and vendor personnel assigned on a project or task-force basis. Coordinates personnel activity with related client and vendor management. Makes assignments, monitors progress and provides continuing guidance.
§ Identifies elements of risk in an IVR project, analyzes and prioritizes risk and assesses potential project impact. Leads / facilitates to plan and communicate mitigation efforts.
§ Conducts a formal review with the client customers to confirm acceptance and satisfacton of the completed project. Evaluates client satisfaction levels, in conjuction with client Account team.
§ Knowledge of services and systems terminology, usage, hardware, software, communication and system components for support of customer IVR systems. (Genesys, Speech Storm, Nuance)
§ Knowledge of IVR services and systems, development methods, procedures, standards and techniques.
§ Knowledge and understanding of the Hosted Contact Center solutions set (elements, platform, architecture, etc.) as provided by Verzion, and as it relates to IVR solutions.
§ Knowledge and demonstrated competency of project management processes, tools and techniques.
§ Ability to develop, monitor, analyze, and report progress on project plans. Ability to prepare data and information for presentation using industry-standard presentation applications and tools.
§ Ability to conduct project plan risk analyses, lead / facilitate mitigation activities and communicate reports and recommendations to stakeholders.
§ Ability to lead / facilitate meetings with various levels of client and client customer management, client personnel and vendor personnel.
§ Ability to manage, including planning, organizing, directing and monitoring the work of people, programs and projects to meeting the stated goals / objectives of a given project.
§ Ability to prepare oral and written status and performance reports and recommendations for senior and client management.
§ Telecommunications vs. IVR: Networking/ICR Routing and technology applications, prior experience with Network implementation and IVR deployments/design
§ SIP/PCAP logging and analysis of call treatment messaging/error logs