IVR / Contact Center Technical Project Manager
At eLoyalty, a TeleTech Holdings company, we are committed to excellence in the delivery of our comprehensive cloud and premised based solution offerings that include contact center, web and speech self-services. We are a Cisco Gold Preferred Partner and attribute our success to our talented team of professionals who are passionate about the drive for results and providing best in class service to our clients.
As a Technical Project Manager you will be responsible for the management and direction of multiple, large, complex projects with a focus on Cisco UCCE/CVP Architectures. If you have a deep knowledge of Contact Center technologies and experience leading overall implementations of projects, we want to talk to you!
Primary responsibilities:
Manage the overall delivery relationship with clients
Frequent and direct contact with senior level managers, directors and executives to provide technical expertise and project status
Lead overall implementation of medium to large projects, with team sizes varying from 3 to 30 people [eLoyalty staff, contractors, client resources and vendors]
Develop weekly status reports providing project progress and issues to client and account team
Develop financial reporting dashboards providing project financial status to client
Manage the design and define metrics used to indicate level of business case benefits
Identify and participate in implementing methods necessary to capture identified benefit metrics and business case to support project
Support project VP in reviewing invoices for accuracy
