IT - Program Manager

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