Genesys Senior Technical Project Manager, Contact Centre Solutions

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

As the Senior Project Manager working remotely in the UK, you will be the customer focal point and responsible for management of technical system and solution implementations for TTEC customers, including, but not limited to the following project planning, project management, relationship building and the successful project delivery of the customer approved statement of work on time, in scope and in budget. The role will primarily focus on technical Contact Center solution implementations.

This role will report to VP Account Management and due to the nature of the role, travel to client site and some flexibility in working hours will be required.

Responsibilities

* Effectively and successfully manage multiple large and medium sized projects with services component of varying sizes and international teams in TTEC’s global delivery organisation.

* Understanding the clients business needs and why the technology solution investment has been made

* Effectively and appropriately communicate at all levels of the client and TTEC organization.

* Demonstrate professionalism and leadership in representing TTEC.

* Establish and nurture productive and satisfactory relationships with customers, providing customer-focused and responsive support to their business needs.

* Act as the primary point of contact for the client for all project-related activities.

* Controlling and adapting to the varying situations that can develop throughout a project life cycle by demonstrating determination, adherence to change and initiative.

* Able to present, whiteboard and discuss the TTEC Project Implementation Methodology at a high level, diligently follow the process when performing project management tasks, and provide clear and constructive feedback for continuous improvement in the Implementation Methodology to Project Management Office Leadership.

* Create and manage a formal project plan, including: Project Timeline; Communication Plan; Work Plan / Task List; Training Plan; Test Plan; Resource Allocation Schedule; Project Change Management Plan, and Risk Management Plan.

* Manage the execution of all components of approved project plan, including coordination and management of all project deliverables and timeline; regular communication of project progress, including scope, schedule and cost; budget control and project cost reporting; test and training plans; documentation and approval of any changes to scope; timeline or cost via the project change management process; documentation and approval of completion of key project milestones and project acceptance; ongoing risk assessment and vendor coordination.

* Maintain internal system and process updates.

* Ensure client stakeholder alignment and drive overall program customer satisfaction

* Escalate project issues through the recommended escalation path.

* Be an active participant in organisational meetings, including but not limited to department meetings, business unit operational meetings, lessons learned sessions, etc.

* Train and mentor team members on the department processes and procedures and the Project Implementation Methodology.

* Contribute to Project Implementation Methodology templates and process.

Requirements

* Bachelor’s degree in Business, MIS, Computer Science, Engineering, Project Management, or a related field. Commensurate experience or certification without a degree may be considered.

* PMP Certification (or active plan to achieve PMP Certification), preferred.

* CSM (Scrum Master Certification), desired and required for Hybrid or Agile focused project teams.

* 5+ years project management experience, preferably in a professional services environment, working with multi-national teams in on-shore/off-shore project setups.

* 5+ years’ experience with deploying IT or business systems projects.

* Ability to build relationships, collaborate, problem solve, negotiate, drive and persuade, while maintaining positive relationships with client stakeholders, internal stakeholders and partners, project team members and 3rd party partners.

* Experience with Contact Centre (Cloud) platform operation, implementation and integration projects preferred.

* Experience working in a consulting services environment, preferably in a project management role.

* Previous experience with supervising others within a team lead role is preferred.

* Solid knowledge of the Microsoft Suite of products, including Project and Visio.

* Travel up to 40% required

What You Can Expect

* Dedication to your career growth and professional development

* Actively diverse and inclusive culture

* Community-minded organization committed to giving back

* Global team of curious lifelong learners guided by our company values

* And yes... all the competitive compensation, performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you

Additional Information

About Us

TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.

We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.

TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.

Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.

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