job summary:
Job Summary
Responsible for planning and delivering Customer Experience Systems initiatives on time, within budget, and with minimal disruption to customers and the contact center. Leads integrated planning, scheduling, risk and issue management, vendor coordination, and status reporting across Client teams and delivery partners. Keeps leaders informed and decisions moving so complex, multi-team efforts land successfully. Decisions are guided by policies, procedures, business plans, and enterprise project management standards.
Job Description
The Senior IT Project Manager leads day-to-day delivery of the Genesys Cloud CX migration, including the move of contact center reporting. The role builds and manages the integrated plan across Client teams and Genesys delivery teams, plans migration waves and cutovers around call volume and service levels, and keeps scope, schedule, budget, risks, and decisions visible to leadership.
location: Columbus, Ohio
job type: Contract
salary: $60 - 70 per hour
work hours: 8am to 5pm
education: Bachelors
responsibilities:
Essential Job Functions & Tasks Genesys Cloud CX Migration
- Build and manage the integrated migration plan, including scope, milestones, dependencies, resources, and budget across Client teams and Genesys delivery teams.
- Plan migration waves and cutovers around call volume, service levels, and operational commitments in partnership with Contact Center Operations.
- Lead risk, issue, change, and decision management, and escalate early when schedule, scope, or quality is at risk.
- Coordinate requirements, build, testing, and readiness activities so they stay in sync across teams.
- Track vendor deliverables, milestones, and acceptance in partnership with procurement and Customer Experience Systems leads.
Contact Center Reporting Migration
- Plan and track the migration of contact center reports and dashboards, including dependencies on data and reporting teams.
- Coordinate reporting cutover and legacy report retirement so leaders keep the visibility they need.
Governance and Communication
- Run project governance, working sessions, and status reporting for leadership and stakeholders.
- Maintain clear records of decisions, risks, actions, and changes.
- Prepare concise updates on progress, risks, and needed decisions for Technology and Customer Operations leaders.
Contact Center Technology Roadmap
- Support planning, sequencing, and estimating for future Customer Experience Systems initiatives.
- Establish reusable delivery practices, plan templates, and lessons learned that speed up future efforts.
Gigawatt AI Portfolio Support
- Support planning and coordination of AI-enabled initiatives that connect to the contact center, including pilots and production rollouts.
- Manage cross-team dependencies between contact center platforms and Gigawatt teams.
qualifications:
Qualifications
Required:
- Bachelor's degree in information systems, business, engineering, or a related field, or an equivalent combination of education and experience.
- Eight or more years of IT project management experience, including leading large, multi-team technology implementations.
- Experience delivering contact center technology projects, including routing, IVR, telephony, or reporting.
- Experience managing vendors and systems integrators, including tracking deliverables and acceptance.
- Experience planning platform migrations or cutovers with minimal disruption to operations.
- Strong leadership, communication, and status reporting skills with both business and -technical audiences.
Preferred:
- Experience delivering a Genesys Cloud CX or other enterprise CCaaS migration.
- Experience with AI, analytics, or self-service initiatives in a contact center.
- Experience in a regulated industry, preferably electric utility or energy.
- PMP, PgMP, Agile, SAFe, or related project management certification.
Core Competencies:
- Planning and Organization
- Leadership
- Accountability
- Risk Management
- Decision Support
- Collaboration
- Communication
- Problem Solving
- Adaptability
- Success Measures
- Migration waves delivered on schedule and within budget, with minimal disruption to customers and agents
Clear, current visibility into progress, risks, and decisions for leadership
Vendor deliverables tracked and accepted against agreed milestones
Contact center reporting available and trusted through and after cutover
Repeatable delivery practices that support Contact Center roadmap and Gigawatt AI work
skills:
Genesys Cloud,Genesys,coordination,leadership,budget,business plans,contact center,Customer Experience,issue management,project management standards,risk,risks,scheduling,schedule
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
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