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Technical Project Manager - UCaaS/CCaaS /IVR

ASRC Federal
Washington, DC Full Time
POSTED ON 3/31/2023 CLOSED ON 7/26/2023

What are the responsibilities and job description for the Technical Project Manager - UCaaS/CCaaS /IVR position at ASRC Federal?

Cloud-Based Contact Center Solution (UCaaS/CCaaS /IVR) SME with Project Management Experience

 

 

Summary: We are looking for a Cloud-Based Contact Center Solution (UCaaS/CCaaS /IVR) SME with Project Management Experience to work for one of our clients in Washington, DC.

 

This is technical project manager position who will support the migration of an on-premises IVR system to a Cloud-based Contact Center as a Service (CCaaS) solution This position will work closely with Federal Managers, Subject Matter Experts, Sr. Engineers, and Service Desk technicians on system transition, development, deployment, integration, and enhancement.

Category: System Engineering or/and Telcom Engineering with Software Programming

Location: Washington, DC Metropolitan Area

Education/Experience:

  • BS in Computer Science, Engineering, Telecommunication, or related field.
  • 10 years of Contact Center solution experience are required.
  • Project Management related certification is preferred.
  • US Citizenship or Green Card holder is required.
  • Ability to obtain public trust clearance.

Requirements:

  • Ability to manage 7 team members in a matrixed, fast moving government environment while maintaining team focus, productivity, and delivery.
  • Manage the system Service Desk, staffing, rotation schedules, and ServiceNow tickets. Make sure the team meets Service Level Agreements (SLAs).
  • Experience leading senior technical resources, working together on strategy, technical solutions, and customer requirements.
  • Requires deep level knowledge of the telephony applications and platforms such as Avaya, Cisco, Genesys, TalkDesk, NICE CX, AWS Connect, etc. Advanced working knowledge of telephony solutions and system architectures.
  • Highly experienced with Cloud-based Contact Center As A Service (CCaaS) with system integrations, solution planning, implementation, configuration, system maintenance, and software programming on the telephony system
  • Should have experience with telephony system integrated with Verizon SIP Trunks, Cisco Telephony Equipment, Cloud or on-premises CRM applications, SQL Server Database and Cloud Data Warehouse.
  • Deep understanding of call center/telephony data and backend monitoring and reporting tools.
  • High level experience in the Call Flow development.
  • Strong client facing skills.
  • Experience in Agile development methodology.

 

 

Responsibilities:

  • Lead projects from agencies’ demands, manage O&M activities, and system transition.
  • Lead the team to maintain the Contact Center applications, systems and networks associated with Contact Center technologies within the defined SLAs. Establish the Service Desk responsibilities and shifts to ensure meeting Service SLAs on tickets. Review ServiceNow INCs/TASKs; Monitor status, assign, and update tickets as needed.
  • Present the Root Cause Analysis documentation and mitigation recommendations to federal management.
  • Collect project requirements, provide Level of Effort estimates and project plans, prioritize work items, manage schedule, milestone, and deadline. Provide the project deliverables and status to the customers and upper management. Ensure on-time, quality delivery.
  • Execute ad hoc tasks from OCIO upper management and customers.
  • Configurations and programming for the system as needed.
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