Project Manager Senior

Job Description

Must Have : Candidates with State, Government with 10 plus years of experience are ideal for this role. PMP certification and master's degree are strongly preferred. This role has been recently reposted; the consultant who was offered the role had 15 years call center experience and was very strong with Nice and CXone OR "CX one" with five plus years of experience.

The Project Manager Senior has overall responsibility for overseeing small to large projects from initiation to close-out. This will include providing recommendations to improve operations and smoothly transitioning projects to ongoing Maintenance & Operations. This role will be instrumental in assisting the State team in leading modernization of call center tools including Workforce Management, and enhanced CRM capabilities. This requires coordination between the Department of Human Services (DHS), Enterprise Technology Strategy and Services (ETSS) in the management of the software development lifecycle. The Project Manager monitors and identifies project risks, issues, and trigger events, ensures the alignment, buy-in, and coordination of project stakeholders; and assists with reviews of vendor performance levels, ensures service level agreements are met, and supports the contract negotiations with vendors. The responsibilities of the Project Manager Senior require strong project management, knowledge of software development processes and exceptional leadership and communication skills.

Responsibilities

Develop Statement of Work and requirements with stakeholders

Review proposed technical solutions to ensure they meet the business needs and SDLC standards

Develop work plans and manage timelines associated with SDLC deliverables

Provide consultative support to Agencies & Program Leadership to help enforce governance standards and best practices

Act as the key point of contact for the Agencies in managing project issues and escalations

Review incident and defect metrics and performance trends to identify opportunities for improving processes or enhancing the Call Center functions

Create dashboards and tools to assist the business in prioritization and release planning activities

Analyze and communicate project status effectively to stakeholders and project leadership

Participate in strategic improvement initiatives focused on Call Center technology enablement

Complete work assignments with minimal supervision by applying up-to-date expertise in subject area to generate creative solutions

Ensure all procedures and policies are followed

Leverage an understanding of data and resources to support projects

Collaborate cross-functionally to solve business problems

Escalate issues or risks as appropriate

Support, identify, and monitor priorities, deadlines, and expectations

Other duties as assigned

Education

Bachelor's degree in MIS, Computer science or related field.

Master's degree preferred

PMP certification a plus

Experience And Required Skills

5-10 years' experience as a Project Manager with a proven track record managing complex IT projects

Versatile project management skills with the ability to learn quickly and work with limited oversight and supervision

Demonstrated ability to build effective partnerships with key business stakeholders and outside vendors

Proven leadership, organizational and planning skills across different types of projects

Experience with project management tools and best practices

Experience with application development and software development life cycle methodologies

Experience with ITIL practices including incident and problem management

Required knowledge of JIRA, Excel, PowerPoint

5 or more years of experience in Call Center technology

Experience with NICE CXone products including inContact, Studio Scripting Tool, IVR, Central, and ACD or similar

Experience with Workforce Management tools and CRMs for Call Centers