Project Manager

16 hours ago

Chattanooga, Tennessee, United States Innova Solutions Full time
Job Title: Project Manager - Genesys Cloud Expert

Innova Solutions is seeking a highly skilled Project Manager with extensive experience in Genesys Cloud to lead our Professional Services team in delivering enterprise-wide Contact Center solutions to customers across various industries.

Key Responsibilities:
  • Plan and execute complex Genesys Cloud Call Center technology project lifecycle implementations.
  • Provide project managerial leadership and governance for moderate to large, complex projects involving multiple technologies or representing a significant revenue risk.
  • Interface with Management, PMO program stakeholders, and customer representatives.
  • Track and present dashboard project metrics to management.
  • Facilitate the definition and documentation of project requirements, scope, and deliverables.
  • Develop and maintain project plans, action logs, risk and issue logs in Smartsheets.
  • Be accountable for delivering projects on time, within budget, and with high quality.
  • Handle resource forecasting and tracking.
  • Apply subject matter expertise on Genesys Cloud contact center technologies required to design and deliver custom solutions.
  • Ensure all flow down requirements are managed to overall project scope, including TPVs and internal suppliers.
  • Handle the most complex problems and develop resolutions independently.
  • Lead cross-functional, high-performance, virtual teams.
  • Actively manage customer expectations.
  • Escalate issues that require executive attention.
Requirements:
  • Bachelor's degree or four or more years of work experience.
  • Four or more years of relevant work experience.
  • Active PMP certification.
  • Project management experience in the Genesys Cloud Contact Center Services area.
  • Genesys, Avaya, and IVR technologies experience (CPE).
  • Microsoft Office Experience (Project, Word, Excel, and Visio).
Preferred Qualifications:
  • A degree.
  • Eight or more years of project management experience in the Contact Center Services area.
  • 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.
  • Expert level 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.
  • Experience with Clarity and Smartsheets.
Pay Range and Benefits:

Innova Solutions offers a competitive pay range of $65-75/hr W2, as well as a comprehensive benefits package, including medical and pharmacy coverage, dental and vision insurance, 401(k), health savings account (HSA), flexible spending account (FSA), life insurance, pet insurance, short-term and long-term disability, accident and critical illness coverage, pre-paid legal and ID theft protection, sick time, and other types of paid leaves (as required by law), employee assistance program (EAP).

About Innova Solutions:

Innova Solutions is a global technology and business transformation solutions provider, employing approximately 50,000 professionals worldwide and reporting an annual revenue approaching $3 Billion. Through our global delivery centers across North America, Asia, and Europe, we deliver strategic technology and business transformation solutions to our clients, enabling them to operate as leaders within their fields.

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