What you’ll be doing...

A Contact Center Services ("CCS") or Customer Experience (“CX”) Project Manager is a Professional Services Senior Consultant and is viewed by the customer as a subject matter expert responsible for Project Management and consulting related to the implementation of complex CX solutions involving multiple technologies. A Project Manager has strong interpersonal and has a comprehensive understanding of Contact Center solution delivery as well as the interdependencies between technologies. The Project Manager is a leader in contact center solution delivery and has the ability to apply a governance model to track progress, resourcing, risks, issues and action items across long periods of time. The Project Manager must be able to coordinate activities with other Project Managers for projects involving multiple solution towers, teams and / or vendors. The ideal Project Manager is highly motivated and willing to take initiative in order to drive successful engagements.

  • Experience with complex contact center solution delivery.
  • Is required to work with internal resources, customer resources and multiple product vendors to ensure seamless delivery of large scale and complex solutions spanning long periods of time.
  • Expected to lead and is capable of driving solution delivery and overcoming obstacles.
  • Responsible for all aspects of project delivery using the Verizon Professional Services Project Delivery Model.
  • Responsible for planning and execution of complex Call Center technology project lifecycle implementations.
  • Will interface with Management, PMO program stakeholders, and customer representatives
  • Facilitate the definition and documentation of project requirements, scope, and deliverables.
  • Develop and maintain project plans, action logs, risk and issue logs
  • Accountable for delivering projects on time, within budget, and with high quality.
  • Responsible for resource forecasting and tracking.
  • Lead cross-functional, high performance, virtual teams.
  • Track and present dashboard project metrics to management.
  • Actively manage customer expectations.
  • Escalate issues that require executive attention.

What we’re looking for...

You’ll need to have…

  • A business degree or related work experience.
  • 8+ years of experience managing complex Contact Center solutions.
  • Experience related to solution delivery of Genesys based contact center solutions.
  • Must be familiar with contact center technologies such as PBX’s (Avaya, CUCM, etc...), Intelligent Call Routing, Interactive Voice Response, Agent Desktops, Workforce Management, Call Recording, Quality Monitoring, Reporting, and Systems Integration.
  • Experience with implementation principles, theories and concepts; specifically the Waterfall and AGILE delivery methods; and the ability to work both independently or collaboratively to achieve success.
  • Must be proficiency in managing Genesys Contact Center solution implementations.
  • Experience partnering and working with third party vendors.
  • Experience with standard project management best practices using Agile and Waterfall project methodologies.
  • Effectively communicates with all project stakeholders.

Even better if you have…

  • A degree.
  • Understanding of general contact center concepts.
  • Project Management Professional (PMP) a plus.
  • Proficiency in Microsoft Office (Project, Word, Excel, and Visio).
  • Project Schedule creation and maintenance.
  • Ability to ensure high quality deliverables referenced in the SOW, and maintaining adherence to delivery best practices.
  • Excellent written and oral communication skills.
  • Experience with Aspect WFM, Virtual Hold and Nuance technologies a plus.
  • Experience with Clarity and SAP helpful, but not required.

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.