Project Manager

We are seeking an experienced Project Manager - IVR Development to lead and manage the development of Interactive Voice Response (IVR) systems for our contact center operations. The ideal candidate will have a deep understanding of IVR technologies, Agile methodologies, and experience in managing contact center projects. You will act as a key liaison between the development team, product owners, and stakeholders to ensure smooth execution and delivery of high-quality IVR solutions.

Key Responsibilities:1. Understanding IVR Technology:

• Develop a strong understanding of IVR systems, including call flow design, speech recognition, DTMF input, and integration with backend systems.
• Ensure that the team is equipped with the knowledge and tools necessary to design, build, and optimize IVR systems.

2. Facilitate Agile Services:

• Lead Agile ceremonies, including sprint planning, daily scrums, sprint reviews, and retrospectives tailored to the unique challenges of IVR development.
• Ensure that Agile methodologies are being applied effectively to maximize productivity and team collaboration.

3. Backlog Management:

• Collaborate with the product owner to prioritize and refine the IVR feature backlog.
• Ensure that user stories are clear, concise, and meet the necessary acceptance criteria.
• Manage the development roadmap and handle any changes to project scope or timelines.

4. Address Roadblocks:

• Proactively identify and resolve roadblocks related to IVR development, such as technical issues, integration complexities, and communication gaps with stakeholders.
• Provide timely and effective solutions to keep projects on track.

5. Coaching and Mentoring the Team:

• Guide the IVR development team on Agile principles, fostering a culture of continuous improvement.
• Promote cross-functional collaboration, ensuring the team works effectively together to achieve project goals.

6. Stakeholder Communication:

• Serve as the primary point of contact between the development team and key stakeholders.
• Communicate project progress, risks, and requirements clearly to all involved parties.
• Act as a bridge to align stakeholder expectations with project deliverables.

Qualifications:

• Minimum of 4 years of relevant experience managing and delivering contact center projects, specifically in IVR development.
• Strong understanding of contact center concepts such as IVR, bots, call routing, CTI, agent desktop, dialers, and WFM.
• Proven experience in Agile project management, particularly in IVR system development and integration.
• Excellent communication and interpersonal skills, with the ability to collaborate across technical and non-technical teams.
• Strong problem-solving skills and the ability to manage multiple priorities simultaneously.
• Experience with stakeholder management and ensuring clear communication of project timelines, goals, and risks.

Job Type: Full-time

Pay: $90,000.00 - $100,000.00 per year

Application Question(s):

• Are you a permanent citizen or hold Green Card or GC EAD? If Not Please help with your Visa status for the location Applied For.
• Are you comfortable with the location of the position?
• Are you open to full-time opportunities?
• What is your Current Location?
• What is your Current CTC?
• What is your Expected CTC?
• Have you applied to TCS through any job portal or consultant in the last six months?
• Please provide your LinkedIn Profile Link
• Your Email ID

Experience:

• Project Manager: 8 years (Required)

Work Location: In person

Salary : $90,000 - $100,000