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Job Description

 Senior Project Manager (Call Center Technology)



  • Develop Statement of Work and requirements with stakeholders
  • Review proposed technical solutions to ensure they meet the business needs and SDLC standards.
  • Develop work plans and manage timelines associated with SDLC deliverables.
  • Provide consultative support to Agencies & Program Leadership to help enforce governance standards and best practices.
  • Act as the key point of contact for the Agencies in managing project issues and escalations.
  • Review incident and defect metrics and performance trends to identify opportunities for improving processes or enhancing the Call Center functions.
  • Create dashboards and tools to assist the business in prioritization and release planning activities.
  • Analyze and communicate project status effectively to stakeholders and project leadership.
  • Participate in strategic improvement initiatives focused on Call Center technology enablement.
  • Complete work assignments with minimal supervision by applying up-to-date expertise in subject area to generate creative solutions.
  • Ensure all procedures and policies are followed.
  • Leverage an understanding of data and resources to support projects.
  • Collaborate cross-functionally to solve business problems.
  • Escalate issues or risks as appropriate.
  • Support, identify, and monitor priorities, deadlines, and expectations.
  • Other duties as assigned.


  • Bachelor s degree in MIS, Computer science or related field.
  • Master s degree preferred.
  • PMP certification a plus


  • Must have worked in call center conducting any or all of the following tasks: Architecture, migration, conversion, moving product such as one platform to another, design. If they have not worked in this capacity do NOT submit them.
  • 5-10 years’ experience as a Project Manager with a proven track record managing complex IT projects.
  • Versatile project management skills with the ability to learn quickly and work with limited oversight and supervision.
  • Demonstrated ability to build effective partnerships with key business stakeholders and outside vendors.
  • Proven leadership, organizational and planning skills across different types of projects
  • Experience with project management tools and best practices.
  • Experience with application development and software development life cycle methodologies.
  • Experience with ITIL practices including incident and problem management.
  • Required knowledge of JIRA, Excel, PowerPoint
  • 5 or more years of experience in Call Center technology
  • Experience with NICE CXone products including inContact, Studio Scripting Tool, IVR, Central, and ACD or similar.

Experience with Workforce Management tools and CRMs for Call Centers