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Contact Center Project Manager

Company: Verizon
Location: Richmond
Posted on: August 17, 2019

Job Description:

What you'll be doing...

Verizon is hiring a Contact Center Engagement Manager as a part of our Professional Services Consulting team at Verizon. This position will manage technical field delivery of large scale, enterprise, contact center projects, with the main focus on implementation of a technically sound solution that ensures what was sold to the customer is accurately delivered. The Contact Center Engagement Manager is typically involved in a project from the kick-off to the end when the project is transitioned to post-production support.

In this role, you will:

  • Responsible for the on-time, on-budget, high quality deliverables of large scale Unified Communications, Contact Center (Enterprise & Express) network and IT infrastructure transformational projects for F500 customers.
  • Consistently represent self as the delivery leader.
  • Provide leadership to the project teams
  • Assume responsibility for overall success of a client project overseeing adherence to the approved project scope and budget.
  • Provide SME knowledge and experise to customers in the following platforms:

    • Precision Queues / Intelligent Call Routing.
    • Interactive Voice Response Units (IVR).
    • PBX.
    • Agent Desktops.
    • Work Force Management.
    • Quality Management.


      What we're looking for...

      You'll need to have:

      • Bachelor's degree or four or more years of work experience.
      • Four or more years of relevant work experience.
      • Experience managing remote resources across multiple business and technical silos.
      • Experience with enterprise contact center environments and deployments.
      • Experience in MS applications (Word, Excel, PowerPoint and Microsoft Project).
      • Cisco Unified Communications implementation experience to include Contact Center technologies.

        Even better if you have:

        • Bachelor's degree.
        • Four or more years of contact center project management experience.
        • Four or more years of unified communications implementation experience.
        • Four or more years of network infrastructure implementation experience.
        • Project Management Certification (PMP).
        • Experience working in dynamic and fast-paced environments.
        • Ability to work with and coordinate activities with Verizon partners to ensure successful service delivery.
        • Ability to work after hours if/as required to support scheduled project work and day-1 support activities.
        • Excellent oral and written communication skills and be able to speak to both technical and non-technical audiences, to include both Verizon and Customer executives.
        • Ability to coordinate troubleshooting, issue tracking and resolution communications within Verizon, our partners and customer organizations.
        • ITILv3 Certification.
        • Experience managing competing and conflicting priorities.
        • Willingness to travel.

          When you join Verizon...

          You'll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America's fastest and most reliable network, we're leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we're about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

          Equal Employment Opportunity

          We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.

Keywords: Verizon, Richmond , Contact Center Project Manager, Executive , Richmond, Virginia

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