Contact Center Project Manager

Manages the development and acquisition, implementation, and ongoing support of information systems. Oversee staff performance, growth, and engagement. Manages vendor relationships to ensure contractual performance and delivery expectations are met. Supports vendor contract negotiations and ensures consistent system support and issue resolution across the organization. This role enables operational, business, and strategic objectives through effective information services delivery. Responsibilities

• Responsible for the effective management of assigned staff, projects, and budgets
• Adheres to organizational and departmental policies, standards, and procedures

Serves as a role model in performance, accountability, and professional conduct

Recruits, hires, and develops team members

• Delivery presentations to leadership and committees related to information services initiatives
• Plans, prioritizes, communications, and monitors project execution
• Establishes goals, objectives, and performance plans with team members
• Provides coaching, mentoring, and career development for staff
• Participates in cross functional teams and organizational initiatives
• Ensures compliance with privacy, regulatory, and security standards
• Oversees system lifecycle activities including planning, design, implementation, training, and support I
• Implements project management methodology and accountability standards
• Partners with leadership to manage scope, timelines, budgets, and quality outcomes
• Leads technology related project execution and ensures successful results
• Evaluates project priorities and reports status to stakeholders
• Manages cross functional project teams
• Ensures protection of system access and data integrity
• Supports identity and access management including provisioning and authentication solutions
• Maintains information security standards and monitors compliance
• Tracks industry technology trends and regulatory changes
• Ensures effective and secure user access processes
• Supports employee security awareness training
• Supports vendor contract negotiation and vendor performance management
• Participates in system selection and evaluation processes
• Identifies future vendor partners and evaluates market competitiveness
• Develops strategic plans for systems engineering and technology advancement
• Analyzes organizational information needs and aligns technology solutions
• Collaborates on the acquisition and implementation of systems and infrastructure
• Identifies future technology needs and long range strategies
• Research best practices in emerging technology
• Supports enterprise technology planning
• Participates in benchmarking and innovation initiatives
• Develop standards for system implementation
• Leads continuous improvement initiatives
• Analyzes processes and implements workflow improvements
• Designs and implement technology solutions to support operations
• Ensures data accuracy and system integrity
• Identifies system improvement opportunities and drives enhancements
• Supports problem management and change management processes
• Collaborate with stakeholders to deliver high quality services
• Aligns projects with business needs and customer expectations
• Supports the development of processes to improve service delivery
• Required Qualifications

Bachelor degree in Information Technology, Computer Science, or related field or equivalent experience

• Experience managing teams within information systems or technology services

• Experience leading projects and managing budgets

• Experience working with vendors and managing contracts

• Knowledge of information security principles and identity access management

• Strong project management and organizational skills

• Strong communication and leadership capabilities

• Preferred Qualifications

Experience in healthcare or hospital systems environment

• Knowledge of regulatory compliance standards
• Experience with enterprise system implementation and support
• Experience with Identity and Access Management tools and solutions
• Project management certification