Technical Project Manager – Voice and Contact Center

Job Title : Technical Project Manager Voice and Contact Center

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Job ID : 2023-11939

Job Location : Ft. Lauderdale, FL or Mt. Laurel, NJ

Employment Type : W2

Duration : Long Term

Work Eligibility : All Work Authorizations are Permitted

Key Technology : infrastructure, financial services, end user device deployment

Job Responsibilities :

• Lead the requirements gathering, planning, deploying, and decommissioning of all end user devices for Contact Center locations.
• Collaborate with Project Managers, Project Coordinators, SMEs, and stakeholders to arrange site access, communication, change management, documentation, and other related tasks.
• Oversee deployment vendor activities.
• Manage project timelines and cross-project dependencies to ensure acceptable delivery by the Client and stakeholders.
• Monitor and manage project financials, scope, and schedule to ensure alignment with Client specifications.
• Deliver and execute a deadline-driven plan, providing deliverables effectively.
• Work with a cross-LoB project team consisting of Business Analysts, Business SMEs, and Technology Resources.
• Manage and escalate risks and issues throughout the program.
• Create and implement a change management plan.
• Manage day-to-day client interactions, set and manage client expectations, and develop lasting relationships with Clients and stakeholders.
• May manage several projects simultaneously.
• Set direction at an operational level and collaborate with other business heads to establish and execute common goals.
• Perform risk identification and mitigation activities, escalating unresolved issues as appropriate.
• Ensure client satisfaction with the project process and team through effective and timely communication, including status reporting and issue resolution.
• Handle ad hoc activities as assigned.

Skills and Experience Required :

• 10+ years of program leadership and / or relevant consulting experience.
• Strong infrastructure background.
• 1-3 years’ experience with end user device deployment.
• 1-3 years’ experience in a Financial Services (specifically Consumer Retail Banking) Technology environment.
• Proven leadership skills and experience managing large and complex IT projects with full life cycle development experience.
• Knowledge of program management frameworks and life cycles.
• Minimum 5 years’ experience with matrix management of cross-functional processes and teams.
• Ensure projects are delivered on time, meet business and technical requirements, and are within budget.
• Expertise in program and project integration, resource forecasting, budgeting, reporting, prioritization, and communication.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office Products : Outlook, Excel, Word, PowerPoint, and Project.
• Experience in providing written communications to targeted audiences.
• Proficiency in web browsers : Google Chrome and Microsoft Edge.
• Proficiency in collaboration tools : Microsoft Teams and Cisco WebEx.
• Proficiency in telecommunications tools (Desk Phone and Mobile Phone).
• Self-starter with the ability to manage activities with minimal supervision.
• Proficiency in U.S. English.
• USA High School Diploma and / or GED.

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