Technical Project Manager

Role: Technical Project Manager
Position Type: Part-Time Contract
Work Hours: EST
Location:100% Remote (Candidates can work from anywhere in USA)

Job Description

Summary:
The Technical Project Manager is responsible for the project management and implementation of multiple, concurrent medium- to large-sized Contact Center/Customer Experience technology projects.

Key Responsibilities:

• Responsible for project management of multiple, concurrent medium- to large-sized, complex projects and solution engagements.
• Responsible for providing technical expertise for Genesys solution implementations. This includes client discovery sessions, creating & maintaining technical documentation, the configuration and deployment of Genesys solutions, and providing knowledge transfer to clients and other team members.
• Support & manage all aspects of the project including developing the Work Breakdown Structure, scheduling resources, setting goals and priorities, reporting project status, managing risk, tracking and resolving issues, & managing customer acceptance.
• Manage Estimates and Statement of Work preparation, purchase orders, price quotes, change requests, and other contractual materials as part of scheduling and deploying consulting resources.
• Follow best-practice operational processes and guidelines.
• Act as the primary interface with the customer to manage customer expectations, develop risk mitigation strategies, resolve issues, and communicate internally and externally.
• Act as a point of escalation to manage, track, and resolve issues.
• Ensure projects are delivered on-time, on-budget, with quality.
• Identify additional sales opportunities resulting from engagement work.
• Achieve profitability goals by providing high quality and efficient delivery services.
• Achieve customer satisfaction goals – both internal and external.
• Lead efforts in internal business process improvements.

Minimum Requirements:

• Five years of Project Management experience.
• Strong technical background in a Professional Services function that includes software solutions, hardware, OS, and PBX knowledge.
• Experience with various software delivery methodologies including Waterfall, Scrum, Scrumban, and Kanban.
• Proficiency with Microsoft Project, Smartsheets, and JIRA.
• Experience leading Contact Center software projects is preferred.
• Experience with the Genesys Customer Experience Platform and related products is required.
• Experience in a project management leadership role.
• Hands-on experience implementing Cloud CX Platforms (Genesys, NICE, or Amazon Connect).
• Program Management experience desired.
• Portfolio Management experience desired.
• Good verbal and writing skills; ability to make presentations to technical and business personnel as well as senior executives.
• Bachelor's degree in Computer Science or related studies or equivalent experience.
• PMI PMP certification preferred.