Job Title- Technical Project Management - Customer Service Technology
Location: Salt Lake City, SLC Austin, TX Remote, US
Position Summary:
Client is seeking a Technical Project Manager to support our Customer Service Technology organization. This Role will serve as both a Business System Analyst subject matter expert and Technical Project Manager. They will work closely with other internal corporate services, Information Security, Project Management, Product Development & Engineering, and Quality Engineering to ensure successful coordination and planning for these functions. This role is ideal for candidates who can also manage projects at all stages from concept to development, testing, and beyond. You must be comfortable both with beginning from scratch before much definition of the project to jumping in midstream and taking the helm to drive efficiency and productivity. It is essential that you have a tenacious can-do attitude where youre willing and able to connect the dots" and help lead the team to success.
Key Responsibilities:
• Partner with internal teams and external technical Product and Engineering and non-technical Business and Policy groups to ensure all designs, requirements, and implementations are assessed, sized, tested, and implemented. • Lead project management activities ensuring resource availability, allocations, and create project management artifacts, such as example project plans, smartsheets, weekly status updates, and manage Project JIRA, Wiki for end-to-end delivery in close collaboration with the product Engineering vendor and other business units. • Run and execute projects independently with minimal supervision, driving optimal results and coordinating cross-portfolio efforts. • Identify key requirements needed from cross-functional teams and develop a detailed project plan to track project progress, identify risks, and help unblock our teams. • Be a key technical stakeholder driving feasibility and dev timeline discussions for the respective Portfolio that you will be engaged in. • Represent in project-related cross-functional discussions with business & product articulating the project status and addressing concerns of the stakeholders. • Lead roadmap planning and resource budgeting with the respective Technical Program Leads. • Understand CS application design architecture and infrastructure dependencies in detail. • Build relationships with business partners, internal and external, contribute to broader goals and growth beyond the scope of a single or your current projects. • Effectively communicate status to various stakeholders, including key senior leadership. • Facilitate and lead various workshops with various stakeholders. • Enjoy operational precision and detailed program management but understands the broader strategic context of the business. • Get along well with others from diverse backgrounds and be able to work with flexible working hours across the globe.
Candidate Requirements:
• Strong background in project management throughout the product life cycle & business systems analysis, preferably with customer support organizations. • Ability to quickly and independently identify technology dependencies and potential CS application impacts. • Ability to communicate verbally and in writing clearly and succinctly complex design and technical issues as well as business and product specifications. • Experience managing projects for contact center technology and/or experience working in a contact center. • Understanding of the technology stack for a contact center is needed. • Familiarity with Microsoft Office, Jira Project Management tools, Internet technologies, etc. • Project Management Professional (PMP) Certified, Scrum Master (CSM) or Master Project Manager (MPM) certification preferred.