What are the responsibilities and job description for the Project Manager - Contact Center position at iSpace, Inc?
Job Details
IT Project Manager (Contact Center Implementation/Consolidation) Location Denver, CO or Brentwood, TN, or Malvern PA (would be working 3 days/month onsite Tuesday-Thursday 2 nd full week of each month)
or 100% Remote for the right candidate.
Contract Duration April 2025 December 31, 2025 with strong possibility of an extension through 2026. We are looking for a Project Manager who has expertise in implementing contact centers (Contact Center as a Service). This PM will assist our client with managing the IT transformation of 20 disparate contact centers into 3 contact centers along with along with supporting a full-scale deployment of NICE CXOne. This IT Project Manager will have responsibility for delivering medium to high complexity projects in line with our client's specific delivery frameworks including Waterfall, Agile and Hybrid methodologies. They will support medium to high complexity projects that will typically be comprised of the following:
- Single customer
- Multiple delivery teams
- Multiple vendors
- Single portfolio
- Moderate project budget
The main scope of work for the Project Manager is to manage and support the Project Leadership Team (PLT) to a successful delivery of the agreed project scope. This includes driving the project and tracking progress via multiple processes including:
- Creation of and tracking against schedule
- Managing risks and issues
- Managing creation and tracking of budget
- Communicating effectively to IT and business leadership
- Appropriate escalation of issues with PLT and leadership
- Creation of all applicable project artifacts
- Managing geographically diverse teams
The breakdown of duties will be as follows:
- Drive successful delivery of project - 25%
- Create project deliverables - 25%
- Track project progress 25%
- Communicate project status 20%
- Other duties as assigned. 5%
Required Skills and Expertise:
- 3 years of complex project management experience.
- Experience in serving as a PM for complex Contact Center project initiatives.
- Expertise with NICE CXOne or a similar contract center platform (example - TopDesk, Genesy) .
- Must have strong project schedule management, and project communication management skills.
- Strong project budgeting/forecasting (high-level) experience.
- Proven ability to present information to executive level leadership and articulate clearly and concisely.
- Expertise in managing risks and issues.
- Experience working with geographically dispersed teams as well as vendors.
- Must demonstrate experience in serving as a Project Manager for a product rollout across a large organization.
- Skilled in working with MS Excel
- Needs to have a proactive approach and exude excellent communication skills.
- Skilled in communicating with executive management.
- Experience driving project through implementation and working through the change management process as needed.
- Experience using PPM (Project and Portfolio Management) tool.
Desired Skills:
- PMP Certification is preferred
- Healthcare industry experience
