Project Manager (CCaaS)

New Era Technology is a global technology solutions provider with 4,500+ employees and offices around the world. New Era offers Cloud, Managed, Professional, and Security services, and delivers Collaboration, Data Networking, Digital Transformation, and Physical & Life Safety solutions to more than 14,500 customers worldwide.

We are looking for team members to contribute to and deliver our mission: “To deliver and support technology solutions that securely connect people, places, and information.” New Era Technology is a community of like-minded, like-hearted people who share the same vision and values.

Work alongside the finest team of highly skilled and industry-certified professionals who are encouraged to drive change and think outside of the box. As a team member, you will receive competitive benefits, industry training, and certifications.  New Era Technology empowers businesses to embrace the future workplace. As customers shift their perspectives on where and how work happens, we are there to meet them with flexible, resilient, and productive solutions.

New Era Technology provides a team-oriented culture, a positive environment filled with an incredible staff, and a genuine passion for providing the best service to our customers worldwide. We believe that investing in our employees is the key to professional growth, delivering exceptional experiences for our customers, and setting the standard for excellence in our field.

We offer a growth-orientated, high-tech environment for employees. Along with our many benefits, you can expect a corporate culture that promotes personal and professional development. Our customer-focused teams are built on our core values: Community, Integrity, Agile, and Committed.

Role Overview:

The ideal candidate is an experienced Project Manager who has implemented Contact Center as a Service (CCaaS). CCaaS is a cloud-based customer experience solution that allows companies to utilize a contact center provider's software. This PM will be responsible for creating and maintaining a project roadmap, documenting system interaction, and keeping teams on track with milestones and deliverables, as well as reporting upward to our Executive Management team.

Responsibilities include planning activities, resource/business/vendor alignment, and coordinating execution. This position requires strong project management capabilities, effective communication and collaboration skills, and the ability to provide insight around potential risks and opportunities, resolve conflict, initiate resolution, and deliver results. 

Key Experience:

• Project Management Experience / PMP Certified preferred.
• CCaaS Platform experience – Nice
• Strong stakeholder management experience including at the executive level.
• Ability to identify and resolve issues, manage risk models, perform resource allocations and run large-scale cross-functional team meetings.
• Fluent in English (Mandatory)
• 2-5 years’ experience in CCaaS delivery/deployment, Contact Centers, or similar industry

Responsibilities

• Own and manage end-to-end project management of CCaaS implementation including stakeholder management, project scope, product enhancements, change control processes, and risk mitigation plans.

• Develops, communicates, and builds consensus for goals and project benefits in alignment with Corporate Strategy.

• Review project proposals or plans to determine project timelines, funding limitations, procedures for accomplishing projects, staffing requirements and the assignment of resources to various project phases.
• Ensure that each project status, schedule and budget is reported and forecasted.
• Ensures the project adheres to all Corporate and IT policies and standards.
• Develop project plans, schedule (MS Project), resource requirements and project budget.
• Ensures project milestones and budgetary constraints are maintained.

• Escalates and communicates risk issues to the leadership and business when project scope requires intervention; assists in evaluation, re-prioritization and re-design of project plans and objectives as necessary.

• Participate in design meetings.
• Working with business stakeholders/Business Analysts to capture and define requirements.
• Performs related duties as required.
• Ensures that customer business requirements and KPIs are being implemented according to defined scope, requirements and best practices and value is being delivered at every touch point.
• Set expectations with clients regarding dates and deliverables.
• Carries out quality assurance procedures in accordance with established methodology and ensure successful project execution.

 

Requirements:

• Bachelor’s degree
• Minimum of 10 years project management experience, preferably in the computer industry
• PMP Certification strongly preferred
• Proficient with MS Project or similar project management tool 
• MS Office suite of products (Word, Excel, PowerPoint, Visio and Outlook)
• Experience implementing CCaaS platforms; preferably Nice
• Experience migrating from one CCaaS platform to another; i.e., Five9 to Nice
• Experience managing projects across onshore and offshore teams
• Experience managing multiple project plans, risks, issues, solving problems
• High comfort level managing priorities across remote teams
• Solid ability to define and articulate solutions in a team environment, while owning the execution, quality, and results of each initiative
• Must have a strong desire and ability to solve problems and see results
• EXCELLENT communication skills: ability to present and correspond well with Executive Management/Project Teams and external Stakeholders
• Exceptional interpersonal and influencing ability across a broad range of personality types, gaining commitment, and bringing individuals “on board” at all levels
• Hands-on, detail oriented, highly organized with excellent follow-up and problem-solving skills
• Self-motivated individual with a high level of initiative and sense of urgency
• Effective communication and organizational skills, flexibility, adaptability, common sense
• Energetic leadership skills and ability to work within a matrix organization creating alignment across multidisciplinary functional lines
• Professionalism in dealing with all levels of management and staff
• Ability to initiate and develop key relationships and interfaces
• Highly analytical with excellent problem-solving skills and the ability to guide others in problem solving when ambiguity exists
• The successful candidate shall exhibit a sense of ownership, urgency, be solution orientated, collaborative and accountable