Project Manager- Contact Centre
Apex Systems is a global IT services provider and our consulting practice has an opening for a Project Manager with CCaaS experience to modernize the contact centre / end user technology at our client, a Big Five Bank.
Client : Big 5 Bank
Location : Hybrid, Downtown Toronto, Ontario
Terms : 6month rolling contract, 37.5 hours / week
Responsibilities :
- Manage complex development projects on-time, on-budget, and client specifications.
- Lead and collaborate with team solution and technical architects to identify and recommend Salesforce.com based solutions, integration points and related implementation architecture for business usage improvements, scalability, and performance.
- Present status updates to c-level management
- Lead and collaborate with team members to develop comprehensive training materials and other change management collateral as appropriate for each initiative, deliver training to super users and end-users as appropriate.
- Work with technical experts to support and ensure that the technical design aligns with overall business needs.
- Evaluate possible application performance bottlenecks at the early stages of the implementation & recommend remedial measures.
- Help build reusable assets for use in future projects .
Requirements :
7+ years Project Manager experience, including budgets of >
$ 5M
- Enterprise experience, i.e. companies with 5K+ employees
- Extensive technology project experience
- CCaaS experience with contact centre or end user technology, i.e. desktop, Genesys, IVR, contact centre,
- Understand the integration points (Profiles, ID)
- Previous Call Centre project experience required
- Flawless communication
- Proficiency in management of high level stakeholders
- Excellent ability to address risks
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