What are the responsibilities and job description for the Omni Channel Contact Center Project Manager position at Raag Solutions?
Role and Responsibilities:
The Senior Project Manager will be part of the Global Information Services (GIS) team and will collaborate with customer business units, support groups, and the GIS organization to plan, organize, and manage the execution of critical projects, ensuring successful delivery and transition to operations.
• Managing multiple projects and executing all phases in alignment with customer’s Project Management Methodology.
• Experience in setting up a Omni Channel enabled Contact Center with Phone and Chat bot
• Working with external contact center vendors and establishing the contact center connectivity with Genesys, SAP CRM systems.
• SAP Phone platform experience will be a plus
• Genesys Contact Center experience will be a plus
• Collaborating across GIS teams, vendors, business units, and support groups to coordinate project activities.
• Delivering projects within defined scope, budget, and timelines while ensuring quality.
• Developing comprehensive project plans covering end-to-end activities and outcomes.
• Prioritizing deliverables and ensuring timely completion.
• Communicating project status to key stakeholders on a regular cadence.
• Applying best practices in planning, scheduling, budgeting, resource management, risk and issue management, progress tracking, communication, approvals, documentation, and change control.
• Preparing and presenting project materials and updates for reviews.
• Ensuring compliance with customer’s Project Management Methodology throughout the project lifecycle.
Education and Experience
• Bachelor's degree in engineering and/or Information Technology.
• 10 years of project management experience.
• Relevant certifications such as PMP, CSM, etc.
• Proven experience in leading full lifecycle enterprise projects involving business processes, IT integration, and managing large global teams.
• Proficiency in project planning tools.
• Strong understanding of functional business processes and their alignment with IT projects.
• Demonstrated ability to communicate effectively with executive management and project teams.
• Experience in Cloud services, and integration solutions is preferred.
• Experience with enterprise IT projects in semiconductor field is a plus.
Skills
• Strong customer focus and commitment to customer success.
• Ability to lead workshops and align requirements with deliverables.
• Results-oriented with a focus on project outcomes.
• Proactive in identifying and resolving risks and issues.
• High attention to detail and accuracy in reporting.
• Skilled in conducting effective meetings, documenting minutes, tracking actions, and ensuring timely follow-ups.
• Strong prioritization and execution capabilities.
• Proficiency in Waterfall and SCRUM methodologies.
• Proficient in Microsoft Office Suite.