What are the responsibilities and job description for the Project Manager position at TCI Technology Consulting Inc?
TCI has an immediate need for a Remote Project Manager in Lexington, KY This is not a Corp2Corp opportunity. This is a long-term contract opportunity. In addition to competitive, market-rate based pay, TCI provides all our Consultants with Comprehensive Medical / Dental Insurance, 401k, Life Insurance and Long-Term Disability benefits.
Please note that this position requires US Citizenship.
SUMMARY
This Project Manager may also perform duties as a Business Analyst.
We are seeking a dynamic and highly skilled Technical Expert with deep domain knowledge in Contact Center as a Service (CCaaS) tools and operations. This individual will play a key role in bridging business and technology, ensuring smooth operation and the enhancement of our 1000 seat contact center managed as a vendor-provided service and by business partners. The ideal candidate will have strong Serve as the primary technical expert for CCaaS tools used within the contact center.
RESPONSIBILITES
- Collaborate with business partners to understand their technology and operational challenges and recommend innovative solutions.
- Document detailed business requirements, process flows, and use cases.
- Recommend and demonstrate features within CCaaS tools to address specific business problems and improve operations.
- Develop and review test cases, execute hands-on testing, and oversee comprehensive testing cycles to ensure quality and compliance.
- Work closely with the vendor managing contact center operations.
- Monitor vendor performance against contractual Service Level Agreements (SLAs) and hold the vendor accountable for any misses.
- Work closely with the lead Project Manager (PM) to interpret and enforce the terms of the contract with the vendor.
- Ensure effective communication and resolution of issues between the business, vendor, and stakeholders.
- Assist the lead PM with planning, execution, and delivery of contact center projects as needed.
- Manage project documentation, track milestones, and report progress to stakeholders.
- Engage in continuous improvement initiatives, leveraging insights from CCaaS tools and vendor performance data.
- Identify technology and operational challenges and propose actionable improvements.
- Work with stakeholders to align technology solutions with business goals.
- Perform hands-on testing of new features and solutions and ensure smooth rollout within the contact center environment.
- Collaborate closely with the lead PM to gain insight into strategic management and decision-making.
- Take the initiative to learn project management and leadership skills, positioning yourself as a successor for the lead PM role.
- Mentor and train other team members on CCaaS tools and best practices as needed.
REQUIREMENTS
PREFERRED QUALIFICATIONS
