Project Manager-Contact Center (Genesys)

TTEC, formerly TeleTech, is seeking a Project Manager to join our TTEC Digital Solutions team. This is a telecommuting opportunity with client site travel requirements.

Why choose TTEC to enhance and broaden your career? We are just as passionate about providing ideal solutions to solving our client's business problems by driving customer experience outcomes with our enhanced technical capabilities, as you are. Whether you're the Engineer, Architect, Account Manager, Practice Leader or Sales Executive we need your talent to help us in our exciting journey to success!

What you'll be doing:

As part of our Project Management Office Center of Excellence, supporting our Consulting Services practices, you will provide program and project management services for the design, deployment, and delivery support of our services and solutions in a client facing environment.

What you'll be doing:

• Manage the overall delivery relationship with assigned project clients
• Frequent and direct contact with senior level managers, directors and executives to provide technical expertise and project status
• Lead overall implementation of large projects, with team sizes varying from 3 to 10 people [TTEC staff, contractors, client resources and vendors]
• Set up and drive project management functions including a communication plan, meetings, tracking, reporting, escalation processes, functional documentation, and other internal processes
• Deliver weekly status reports and providing project progress and issues to client stakeholders, delivery management and account team
• Ensure client stakeholder alignment and drive overall program customer satisfaction.
• Develop and deliver financial reporting dashboards providing project financial status to client stakeholders
• Identify high-level risks, assumptions, and constraints. Implement approved actions and workarounds to minimize the impact of risks on the projects assigned, including delivery of change management required to address approved actions.
• Review project invoices for accuracy
• Work with project staff to develop work plans and assign duties, responsibilities to ensure the specified project objectives are met.
• Coach members of the project teams as needed to optimize the efficiency of the team.
• Manage the project resource plan, project plan and schedule.
• Achieve project goals within designated constraints.
• Perform and support project management duties related to resource utilization and revenue projection.
• Perform related duties as assigned

What skills you'll need:

• Experience delivering IT and business technology solutions projects.
• • Cisco UCCE/CVP technologies [Cisco UCM, CVP, Unity, ICM]
  • Genesys Contact Center
  • Other related contact center hardware and software
  • Microsoft Solution stack
  • Customer Relationship Management
  • Data and AI
• 2+ years Project Management experience within a consulting environment
• Experience leading large enterprise client projects with $10,000 - $500,000 in consulting services, including executive level sponsorship, and reporting requirements.
• Experience managing projects following multiple implementation methodologies, including waterfall, agile/scrum and hybrid methodology run projects.
• Experience leading multiple project teams ranging in size from 3 to 10 people
• Excellent organizational and planning skills
• Keen attention to detail
• PMP or other Project Management Certification desired
• CSM, ACP or SAFe Certification desired
• Ability to travel up to 30%

Who we are:

A pioneer in customer experience, engagement and growth solutions, TTEC designs, implements, and delivers transformative customer experiences for many of the world's most iconic disruptive brands. With more than 35 years of experience, TTEC orchestrates millions of interactions every day all around the world. Our 50,000+ employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels. We utilize a holistic approach, applying solutions from two centers of excellence, Engage and Digital, to help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business. Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other.

COMPENSATION & BENEFITS

The anticipated range for individuals expressing interest in this position is $75K to $100K. This position is eligible to participate in an annual incentive program. "Actual compensation offer to a candidate may vary based upon geographic location, work experience, education and/or skill levels"

Benefits available to eligible employees include the following:

• Medical, dental, and vision
• Tax-advantaged health care accounts
• Financial and income protection benefits
• Paid time off (PTO) and wellness time off

what we offer

When you join TTEC, you become part of the family. Because we want to see you succeed and thrive, we offer a competitive compensation and benefits package as shown below to support your quality of life, career development and goals attainment:

Be Financially Sound

• We want you to reach your personal and professional goals and offer financial benefits such as: Health and flexible spending accounts
• Retirement plans
• Tuition reimbursement programs
• Financial wellness program

Be Developed
We believe in investing in our people and their career development, which is why we offer a variety of courses and programs that enable you to develop new skills and gain new insights such as:

• Mentorship programs
• Our Women in Leadership program connects employees globally with learning, networking and mentoring opportunities
• Professional development courses in TTEC University
• Scholarship program and tuition reimbursement
• Visibility in our global career pathing and internal mobility opportunities

Be Healthy
We support healthy living and have the tools and resources to help you such as:

• It's Ok, We're All Human wellness program
• Wellness incentives
• Company health and wellness programs
• Dedicated health and wellness navigators and employee assistance programs
• Generous paid time off and other leave of absence programs

Be the Difference

You'll have the opportunity to have a positive impact in your community:

• Through our employee-driven global grant program, you'll have the unique opportunity to apply for a grant focused on helping a local educational organization in your community
• Our team helps fundraise and volunteer their time in their communities

For more information about TTEC, visit ttecjobs.com or search #ExperienceTTEC throughout social media to engage in the global conversation

TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way.

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