And Responsibilities: Would be responsible for delivery of design and delivery in Customer Services domain including
Direct and manage project development and delivery from beginning to end. Set and continually manage project expectations with team members and stakeholders.
Define project scope, goals and deliverables that support business objectives in collaboration with internal stakeholders as well as customers and partners.
Develop project plans, diagrams, and communications documents.
Estimate the resources and participants needed to achieve project goals. Negotiate with other department managers and implementation managers for the allocation of required staff.
Identify and manage project dependencies and critical path.
Plan and schedule project timelines and milestones using appropriate tools. Track deliverables.
Develop and deliver progress reports, proposals, requirements documentation, and presentations.
Proactively manage changes in project scope, identify potential crises, and devise contingency plans.
Build, develop, and grow any business relationships vital to the success of the project.
Collect sign-off confirming the customer's agreement on project completion and \"acceptance\".
Conduct project post mortems and create a recommendations report in order to identify successful and unsuccessful project elements.
Develop best practices and reusable tools for project execution and management.
Qualifications: Bachelor s degree in related field or equivalent experience. MBA would be good to have.
Experience: 4-6 years experience in project management or technically relevant occupation
Experience in call recording or telephony industry
Experience in implementing at least 1 NICE inContact / CX One project a must (which involves integration with CRM as well as Agent screen pop)
Consulting experience (Optional)
Key Competencies and Skills: The ideal candidate will possess a strong and well-established record of accomplishment in designing and delivering speech analytics solutions and/or platforms
Strong project management skills in planning and coordination for timely delivery
Good understanding of principles, theories, practices and techniques for managing project work load and analysis needed for key deliverables
Excellent verbal and written communication
Ability to motivate and encourage a project team
Critical thinking and problem solving skills
Understanding of technology and software development cycle
Resource management skills
Risk management skills
Ability to make independent and sound decisions
Financial and budget competencies
Organized and comfortable planning several months in advance
Creation of business case including ROI generation and project management of solution deployment