Location : ,

Job Description

Project Manager Senior - 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


  • 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