Job TITLE: Project Manager: Enterprise Interactive Voice Response (IVR)

Location: San Francisco/Rancho/Cerritos But Open To Mechanicsburg, PA And Alpharetta, GA

Term: Contract

Skill: Position Description The position supports the application development and contact center teams in activities related to replacing the existing Enterprise IVR and CTI applications. Responsibilities • Coordinate internal resources and third parties/vendors for the flawless execution of projects tasks • Assist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility • Manage changes to the project scope, project schedule, and project costs using appropriate verification techniques • Measure project performance using appropriate tools and techniques • Report and escalate issues to management as needed • Create and maintain comprehensive project documentation • Acts as liaison between systems information system staff, management, business partners and vendors. • Defines and manages the scope of a business solution to meet project goals and timelines. • Supports production development activities, such as application installs. • Responsible for developing and maintaining budgets, coordination, and Quality Management Qualifications Bachelor’s degree in Business, Computer Science, Information Systems or equivalent professional experience required. PMP certification is preferred. Experience • A minimum of five years PM experience in information technology required. • At least three years PM experience with IVR application, CTI, and Voice Technology • Three years working in the healthcare industry preferred. • Previous experience working with Contact Centers and Contact Center Applications (all levels; Customer Service agents and Management) Skills Required • Accomplishes financial objectives by forecasting requirements; preparing an project budget; forecasting expenditures; analyzing variances; initiating corrective action • Strong understanding of current technology and the ability to learn new technologies quickly. • Solid technical background with understanding and/or hands-on experience in software development and web technologies • Experience with project and cross-functional team coordination within multiple application environments. • Strong analytical and problem solving skills. • Possess thorough understanding of project management tools as they relate to IVR and CTI applications. • Understands basic telecom functions: DNIS, ANI, and skillset routing • Experience with IVR communication features: Speech Technology, DTMF, and Text to Speech technology • Strong communication skills (written and verbal) and the ability to interact with various levels of management. • Ability to handle multiple tasks, set priorities, schedule and meet deadlines. • MS Office Professional including: Word, Excel, PowerPoint and Visio. • Proficient in Microsoft Project, JIRA • Problem solving skills: Adept in responding to new information, shifting priorities, changing conditions, and unexpected obstacles. • Strong communication and integration skills: Ability to train, and ability to effectively communicate with customers including listening, asking relevant questions, giving appropriate guidance and feedback. • Facilitator role: Manage meetings & Conflict resolution. • Has the ability to self manage own time and prioritize work to meet timelines. • Demonstrate ability to reason logically and provide effective solution to complex problems. Make quality decisions based on facts and business priorities. Physical Requirements: • Occasional travel and the ability to adapt to flexible work hours. • Weekend work may be required.

Experience: -

Education: -