Contact Center Engagement/Delivery Manager

2 weeks ago

Schaumburg, United States Capgemini America, Inc. Full time

Title: Contact Center Engagement/Delivery Manager

Responsibilities:
Own and manage end-to-end project management of CCaaS implementation including stakeholder management, project scope, product enhancements, change control processes, and risk mitigation plans.
Program Management Specialist will work in tandem with providers like Genesys, NICE and other CCaaS platforms.
The Program Management Specialist ensures that customer business requirements and KPIs are being implemented according to defined scope, requirements and best practices and value is being delivered at every touch point.
Drive meaningful relationships with key customer and internal stakeholders, as well as executives, ensuring all parties are providing requisite participation and accountability.
Maintain deep Genesys platform knowledge to develop realistic and meaningful project plans and workstreams.
Ensure that each project is reported and forecasted accurately to all external and internal stakeholders.
Ensure that all project/program risks, issues and change requests are managed and communicated effectively.
Lead a team striving for quality and excellence in all aspects of project delivery.
Provide weekly project status and burn reports to the relevant project stakeholders.
Maintain awareness of the CCaaS industry to provide subject matter expertise and guidance internally and for Sprinklr customers.
Experience:
8-10 years' experience in CCaaS delivery/deployment, Contact Centers, or similar industry
Experience with CCaaS rollouts
Strong Project Management experience with certifications in PMP and Scrum strongly preferred
Strong stakeholder management experience including at the executive level
Experience managing various deployment types (centralized, decentralized, hub-and-spoke)
Ability to identify and resolve issues, manage risk models, perform resource allocations and run large-scale cross-functional team meetings
Ability to lead and motivate large teams without direct supervision, leveraging mediation and stakeholder management skills
Strong knowledge of software development life cycles
Strong verbal and written communication skills
Preferred Experience :
Contact center Platforms
Contact center network, ACD/IVR, dialer, workforce management, software or other solution operations or technical experience

About Capgemini

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of 22.5 billion.

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Life at Capgemini

Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:

  • Flexible work
  • Healthcare including dental, vision, mental health, and well-being programs
  • Financial well-being programs such as 401(k) and Employee Share Ownership Plan
  • Paid time off and paid holidays
  • Paid parental leave
  • Family building benefits like adoption assistance, surrogacy, and cryopreservation
  • Social well-being benefits like subsidized back-up child/elder care and tutoring
  • Mentoring, coaching and learning programs
  • Employee Resource Groups
  • Disaster Relief

Disclaimer

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.

Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.

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