Description

Hi There,

 I hope you’re doing well, This is Ashok from Archon Software LLC we have job opportunities for you, please find the below requisition and let us know your thoughts.

 

Position :  IT - Program Manager

Location : Denver, CO

Duration : Long term

 

Job Description 

 

Location: Denver, CO strongly preferred (for in-person meetings), but open to remote within the US – must be open to visit for once a month or once in 2 months meetings

Duties:

Responsible for managing the IT transformation of 20+ disparate contact centers into 3 contact centers. Consolidation of current contact centre telephony solutions to NICE CXone. Work with Scrum masters, and other project managers to manage implementation of CRM/workflow capabilities Salesforce, ServiceNow or other agent desktops to support business requirements.

Roles and Responsibilities:

  • Coordinate the CCaaS and CRM implementation and integration projects
  • Work closely with IT Lead, cross-functional teams, and assigned workstream project managers to develop the scope, deliverables, required resources, work plan, budget, and timing for each project workstream
  • Responsible for overall execution of the program to meet scope and schedule
  • Manage program and project teams and coordinate and delegate cross-project initiatives
  • Identify key requirements for cross-functional teams and external vendors
  • Ensure program adherence to required IT methodology (e.g., release/deployment approach/methodology; design-to-deployment governance process [gating, testing, QA, etc.])
  • Own maintenance & accuracy of overall program management plan
  • On-board resources to the project & train resources on required project tools
  • Support detailed project estimates
  • Work with other program managers to identify risks and opportunities across multiple projects within the department
  • Analyze, evaluate, and overcome program risks, and produce program reports for managers and stakeholders
  • Escalate risks and unresolved roadblocks to DaVita IT Lead
  • Ensure timely and quality responses from project teams
  • Develop project plans (deliverables, schedule)
  • Define resource requirements, establish project organization structure and manage project team
  • Create detailed plan for the workstream (based upon agreed time estimates) and track progress against plan
  • Formally manage scope change process and update the project plan as necessary
  • Manage day to day project activities
  • Monitor and track progress and ensure quality of team deliverables
  • Assign tasks to team members and track progress
  • Regularly communicate with stakeholders

 

Work Product/Deliverables:

  • Project Schedule: Creation of detailed project schedule including milestones and deadlines. Updated as required at a minimum weekly.
  • Scope Statements: Documentation outlining the project charter/scope, including any changes or adjustments to scope from project change requests.
  • Communication: Correspondence and meeting notes detailing project interactions, feedback, and concerns.
  • Quality Assurance Documents: Records of quality checks, testing results, and compliance with DaVita quality management standards.
  • Risk/Issue/Action Management Logs: Documentation of identified risks/issues/actions, assessment, and mitigation strategies. Updated as required at a minimum weekly.
  • Team Coordination: Lead project status meetings, including records of project team meetings, decisions, and risk/issue/action resolutions.
  • Status Progress: Weekly project status updates, including updates to steerco on bi-monthly basis. Specific content overall project status, achievements and challenges.
  • Change Management Logs: As they arise documentation of any changes to project scope, schedule, or budget and their impact on the project.

Required experience, education, training, qualifications:

  • In person preferred, but not required
  • Healthcare information systems and user experience
  • Agile/SCRUM experience
  • CCaaS implementation experience; specifically leading full-scale deployments of NICE CXOne
  • Workforce management
  • Quality management
  • Knowledge management
  • Reporting
  • Training
  • Conversational AI
  • CRM/Workflow experience for CCaaS agent desktop
  • Salesforce
  • Google cloud
  • ServiceNow
  • Smartsheets
  • MS Project
  • M365
  • JIRA
  • Confluence
Skills:

Required

  • HEALTHCARE
  • WORKFORCE PLANNING
  • QUALITY MANAGER
  • SALESFORCE.COM
  • PROGRAM MANAGER

Salary

USD 75 -85