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Project Manager Contact Center Solutions

Company: Verizon
Location: Irving
Posted on: August 15, 2019

Job Description:

What you'll be doing...

As a Project Manager, you'll be working within our Professional Services customer-facing project management team to manage enterprise-wide Contact Center solutions for customers from many verticals. The Professional Services team implements and maintains both Verizon hosted and CPE solutions which contribute millions in Verizon revenue. The custom IVR and voice solutions are critical to our customers so our focus is to consult with both quality and a sense of urgency in mind.

The project management team follows the Verizon Professional Services Project Methodology which uses a standard set of processes and procedures to provide a structured, consistent approach to planning, organizing, and controlling Verizon PS activities. A standard approach to project management allows Verizon to provide consistently high-quality project implementation and management. The work is sometimes done from a Verizon office, remotely, and (at times) from a customer location.

In this role, you'll be responsible for:


  • Handling all aspects of project delivery using the Verizon Professional Services Project Delivery Model.
  • Planning and executing of complex Call Center technology project lifecycle implementations.
  • Providing project managerial leadership and governance for moderate to large, complex projects involving multiple technologies or representing a significant revenue risk. Using technical understanding to ensure engineering milestones are achievable and aligned to solution end state.
  • Interfacing with Management, PMO program stakeholders, and customer representatives.
  • Tracking and presenting dashboard project metrics to management.
  • Facilitating the definition and documentation of project requirements, scope, and deliverables.
  • Developing and maintaining project plans, action logs, risk and issue logs.
  • Being accountable for delivering projects on time, within budget, and with high quality.
  • Handling resource forecasting and tracking.
  • Applying subject matter expertise on contact center technologies required to design and deliver custom solutions. Ensuring all flow down requirements are managed to overall project scope, including TPVs and internal suppliers.
  • Handling the most complex problems and developing resolutions independently.
  • Leading cross-functional, high performance, virtual teams.
  • Actively managing customer expectations.
  • Escalating issues that require executive attention.

    What we're looking for...

    You'll need to have:

    • Bachelor's degree or four or more years of work experience.
    • Four or more years of relevant work experience.
    • Active PMP certification.
    • Project management experience in the Contact Center Services area.
    • Genesys, Avaya, and IVR technologies experience (CPE).
    • Microsoft Office Experience (Project, Word, Excel, and Visio).

      Even better if you have:

      • A degree.
      • Eight or more years of project management experience in the Contact Center Services area.
      • Five or more years of Genesys, Avaya, and IVR technologies experience (CPE).
      • Strong program and project governance skills.
      • Agile and Waterfall project methodologies experience.
      • Enhanced telecommunications knowledge.
      • Expert level vendor management skills, including contract agreements, negotiations, service level agreements, and performance measurements.
      • Expert level client relationship management skills.
      • Experience coordinating management of technical, security, and network architecture frameworks.
      • Capability to effectively communicate with all project stakeholders.
      • Ability to perform with a strong sense of urgency.
      • Demonstrated excellent written and verbal communication skills
      • Genesys technology certification.
      • Experience with Clarity and SAP.
      • Willingness to travel.

        #ProfessionalServices

        When you join Verizon...

        You'll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America's fastest and most reliable network, we're leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we're about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

        Equal Employment Opportunity

        We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.

Keywords: Verizon, Irving , Project Manager Contact Center Solutions, Executive , Irving, Texas

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