Contact Center Project Manager

When you join Verizon

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect across the globe. We’re a diverse network of people driven by our shared ambition to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.

What you’ll be doing...

Project Manager – Contact Center - Professional Services

A Verizon Project Manager is the customer's point of contact and responsible for project planning, project management, relationship building and the successful project delivery of contact center projects according to the statement of work. A successful Project Manager must be able to manage several concurrent projects, including medium and large projects, possibly with differing technical solutions, must be a self-starter and work with minimal direction. The ideal candidate has contact center and/or telephony project experience and works effectively with other team members, sales people, engineers and support resources.

The project management team follows the Verizon Professional Services Project Methodology which uses a standard set of processes and procedures to provide a structured, consistent approach to planning, organizing, and controlling Verizon PS activities. A standard approach to project management allows Verizon to provide consistently high-quality project implementation and management. The work is sometimes done from a Verizon office, remotely, and (at times) from a customer location.
Responsibilities:

• Establish and nurture productive and satisfactory relationships with customers, providing customer focused and responsive support to their business needs
• Act as the primary point of contact for the client for all project-related activities
• Applying subject matter expertise on contact center technologies required to design and deliver custom solutions. Ensuring all flow down requirements are managed to overall project scope, including TPVs and internal suppliers.
• Create and manage a formal project plan, including: Project Timeline; Communication Plan; Work Plan / Task List; Training Plan; Test Plan; Resource Allocation Schedule; Project Change Management Plan and Risk Management Plan
• Manage the execution of all components of approved project plan, including coordination and management of all project deliverables and timeline; regular communication of project progress, including scope, schedule and cost; budget control and project cost reporting; test and training plans; documentation and approval of any changes to scope; timeline or cost via the project change management process; documentation and approval of completion of key project milestones and project acceptance; ongoing risk assessment and vendor coordination
• Maintain internal system and process updates, including: (Project status updates to current project tracking systems,Update project forecasts for each resource,Finance updates for end of month billing andproject percent completion for revenue recognition,Weekly accurate and timely submission of project time worked,Accurate and timely submission of expense reports,Active participation in team meetings, solution area specific review sessions and business unit and company meetings)

Where you'll be working...

In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.

What we’re looking for...

You have strong consulting and communication skills with an ability to successfully drive multiple projects and competing priorities in a complex, fast-paced environment. You are well organized and enjoy working across multiple business functions and with external partners and vendors to bring just the right resources. You are energized by complexity and the desire to drive change and continuous improvement for customers that will impact their entire organization.

You’ll need to have:

• Bachelor’s degree in a technology field (IT, engineering) or four or morre years related field experience
• Four or more years of relevant work experience.
• Experience in Call center technologies (Genesys, VoIP/SIP, telephony, and networking projects), or call center management
• Project management experience in the Genesys Contact Center
• Genesys, Avaya, and IVR technologies experience (CPE).
• Knowledge of telephony technology (IVR, WFM, QM).
• Knowledge of project management principles (managing), as well as a lifecycle methodology (process to do the work)
• Excellent interpersonal, verbal, listening and written communication skills.
• Experience with Microsoft Office: Outlook, Excel, Word, PowerPoint, Visio.
• Experience leading diverse consulting engagements or customer transitions and transformations including third party vendors, internal, and customer resources.
• Willingness to travel up to 25% of the time.

Even better if you have one or more of the following:

• Eight or more years of project management experience in the Contact Center Services area.
• Solid time-management and organizational skills.
• Abilityto handle multiple tasks simultaneously.
• To be self-motivated, a self-starter and taking initiative.
• Five or more years of Genesys, Avaya, and IVR technologies experience (CPE).
• Strong program and project governance skills.
• Agile and Waterfall project methodologies experience.
• Enhanced telecommunications knowledge.
• Vendor management skills.
• Including contract agreements, negotiations, service level agreements, and performance measurements.
• Expert level client relationship management skills.
• Experience coordinating management of technical, security, and network architecture frameworks.
• Capability to effectively communicate with all project stakeholders.
• Ability to perform with a strong sense of urgency.
• Demonstrated excellent written and verbal communication skills
• Genesys technology certification.
• Project Management Professional (PMP) certification.
• Experience with Clarity and SAP.

Equal Employment Opportunity

We're proud to be an equal opportunity employer - and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.

COVID-19 Vaccination Requirement

NYC candidates: Verizon requires new hires to be fully vaccinated against COVID-19 for onsite and hybrid NYC roles. Verizon provides reasonable accommodations consistent with legal requirements (e.g., for medical or religious reasons). Additional information will be provided during the hiring process.