Contact Center Technical Project Manager

Company Description

VesuvITas is a trusted Contact Center Solutions and Consulting company with nearly 30 years of industry expertise, specializing in enhancing customer experiences through innovative and tailored approaches. Known for its five pillars—Contact Center, Customer Experience, Security, Analytics, and Cloud Migration—VesuvITas provides vendor-neutral and customer-centric solutions for businesses of all sizes. The organization focuses on designing comprehensive solutions that integrate people, process, and technology to optimize operations and boost customer satisfaction. By delivering secure and personalized customer experience technologies, VesuvITas fosters brand loyalty and drives business success.

Role Description

This is a full-time hybrid role for a Contact Center Technical Project Manager based in Deerfield Beach, FL, with some remote work flexibility. The role involves managing and overseeing contact center projects, developing and executing project plans, ensuring that deliverables meet business needs, and maintaining strong communication with stakeholders. The successful candidate will lead teams, analyze complex processes, and manage timelines, budgets, and resources to drive project success.

Qualifications

• Strong Project Management and Program Management skills, including experience managing multiple projects and ensuring successful delivery.
• Proven Team Leadership and the ability to foster collaboration and motivate team members.
• Excellent Analytical Skills and the ability to solve complex problems and make data-driven decisions.
• Exceptional Communication skills, with the ability to effectively convey information to diverse stakeholders.
• Experience with contact center technologies, cloud migration processes, and a focus on customer experience is highly desirable.
• Understanding of security requirements in industries such as PCI, cyber, and HIPAA is a plus.
• Ability to operate in a hybrid work environment with adaptability for part-time remote work.
• Bachelor's degree in a related field such as Business, Technology, or Communications, or equivalent professional experience.

Job Responsibilities

·       Manage projects with top-down oversight throughout entire execution to ensure success as defined by adherence to standards of scope, budget, and timeline.

·       Develop comprehensive project plans that merge customer requirements with company goals and coordinate various managers and technical personnel during all project phases, from initial development through implementation. Must be able to manage complex spreadsheets, Gantt Charts, and other PM software.

·       Monitor project progress continuously and make detailed scheduled reports on measurable items, such as milestones and deliverables.

·       Communicate proactively with all involved personnel to provide encouragement, identify problems, create solutions, and implement efficiency improvements.

·       Analyze economics of project plans and provide actionable feedback relating to cost benefit and return-on-investment standards.

·       Review proposed modifications on project plans, including meeting with interested parties to approve and implement beneficial changes.

·       Oversee acquisition of resources and materials as needed before and during projects by talking with customers, team members, managers, and in-house accountants and negotiating price and payment agreements with vendors.

·       Anticipate details of future projects by communicating directly with customers and staying informed of relevant trends and industry news.

·       Project stakeholder management

Job Skills & Qualifications

Required:

·       5 or more years of Contact Center technology consulting or Contact Center project management experience

·       Minimum 7 years project management experience in the IT field, including implementation work for Unified Communications, Telecommunications, and Contact Center related work.  and interactions with customers

·       PMP (Project Management Professional) certification/ CSM (Certified Scrum Master) certification or other certifications

·       Extensive leadership experience and strong teaming abilities

·       Excellent problem-solving skills

·       Expert with Microsoft applications, including Word, Excel, Power Point, Project or related Agile software solutions

Preferred:

·       Advanced knowledge of project management methodologies (Agile, Waterfall, and Hybrid)

·       Experience Running Agile Projects

·       Experience managing IT project across multiple industries (healthcare, banking, education, retail, utilities, etc.)

·       Experience working in a Contact Center

·       Bachelor’s degree in engineering, computer science or related field, or equivalent work experience