Title: Program Manager
Location: Raleigh, NC
Clearance: Successful candidate must be able to obtain and retain a Public Trust security clearance. Candidate must be authorized to work in the US and a resident of the US for the previous 5 years with no longer than a 90 day absence.
The Interactive Voice Response (IVR) system provides business services to customers and employees. The IVR integrates or interfaces with multiple downstream systems and databases in the Information Technology infrastructure to meet the user needs.
The Program Manager will manage the transition from the current system to the successor system insuring that internal and external systems continue to serve customers without interruption. The Program Manager will interact with all stakeholders to insure the transition is transparent to all users.
1.Bachelorís Degree in a related business or technical discipline, or the equivalent combination of education, technical training, or work/military experience.
2.10-15 years of related experience, including supervisory experience.
3.Professional certification (PMP) required.
-Hands on experience with IVR systems such as Genesys, or Periphonics
-Experience providing management oversight for a large scale business critical IVR application suite implementation or migration
-Project Management, Management, or other equivalent leadership experience. PMP preferred
-Ability to communicate effectively at all levels, from individual contributors to executive management
-Experience managing an IVR transition from an incumbent supplier over to a new supplier.
-Working knowledge of the following skills Web Services, VXML, Java, Java script and Web application services (Apache, IIS)
-Familiarity with contact center application e.g. telephony number management model and call center routing platforms (a plus)
-Ability to manage and adapt in a frequently changing environment
-15+ years of Information Technology professional experience, including at least 10 years in IT project/program management.
Project Manager Abilities:
-Demonstrated implementation of IVR systems involving transition from incumbent to new supplier.
-Ability to utilize project management principles and techniques to effectively lead and manage an enterprise-level IVR implementation project from requirements gathering and planning through implementation and ongoing program management
-Ability to lead the business process and organizational change management transformations that accompany IVR implementation projects
-Ability to communicate effectively on a wide range of subjects, both technical and non-technical, to all levels of management and staff
-Demonstrated ability to plan and execute project plans including work breakdown, resource estimates, activity planning, resource scheduling, assigning of deliverables, project administration, and status reporting
||Genesys Project Manager
Opportunity Employer M/F/D/V