Job Description

Title: Project Manager (IVR/Contact Center)

Duration: TBD (6-12 month contract-to-hire)

Location: Hybrid - NYC (2 days onsite/week)

USC or GC

Compensation:

$75/hr to $95/hr

Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law Compensation.

Job Description:

We are seeking an experienced Project Manager to lead and oversee the implementation of Interactive Voice Response (IVR) and Customer Contact Center Cloud Solutions. The ideal candidate will have a proven track record in managing full technology solutions in the contact center space, working with vendors, and ensuring successful project delivery within scope, timelines, and budget. This role requires excellent documentation skills, particularly in documenting decisions with vendors and managing vendor statements of work (SOW). We are looking for talent that has experience leading or managing Contact Center as a Service implementation effort. The Project Manager will lead the end-to-end implementation of IVR and Customer Contact Center cloud solutions, collaborate with vendors to define project requirements, manage vendor relationships, and oversee the execution of vendor statements of work (SOW). They will develop and manage project plans, document project decisions and milestones, communicate project status to stakeholders, identify potential risks, and ensure all deliverables meet quality standards and customer expectations.

Qualifications:

• 5+ years of experience in project management, specifically in the IVR and Customer Contact Center cloud solution space.
• Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.
• Strong understanding of IVR systems, cloud-based contact center solutions, and related technologies.
• Proven experience in managing vendor relationships and overseeing vendor statements of work (SOW).
• Excellent project management skills, including scope management, timeline management, and risk management.
• Strong documentation skills, with the ability to clearly document project decisions and vendor interactions.
• Excellent communication and interpersonal skills, with the ability to effectively communicate with stakeholders at all levels.

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