Job Description
Program Manager, Enterprise Contact Center & Communications
locations
Remote
time type
Full time
job requisition id
JR102081
The Enterprise Contact Center Program Manager is responsible for ensuring the standardization of technologies and enterprise processes for all Zelis contact center and voice solutions. The ideal candidate for this role will have experience creating an enterprise-wide unified communications program that integrates contact center solutions with front end investments to realize productivity gains, reduce costs and improve customer experience. In this role you will be leading a variety of functional and cross-functional improvement programs by defining the intent of programs, overseeing the development of program goals, deliverables, and tracking/reporting to ensure project goals are met.
Responsibilities:
- Thought leadership in guiding enterprise support and standardization for unified communications
- Meet with stakeholders to make communication easy and transparent regarding program issues and decisions.
- Establish, plans, and executes major milestone reviews and decision gates with client stakeholders to complete the project life cycle
- Ensure standardization and compliance to enterprise UC program requirements
- Assist design and implementation of new UC program
- Manage ongoing support model
- Responsible for working with internal clients across the enterprise, to implement contact center Infrastructure and applications
- Develop enterprise performance metrics and KPI’s
- Work with vendors
Requirements
- Collaboration/customer service first mindset
- Experience with large Enterprise contact center solutions (NICE CXOne, Genesys, Cisco UC)
- Experience with enterprise VoIP telephony systems (Teams Voice, Zoom Phone, etc.)
- Experience deploying voice and collaboration tools within a like size company and industry
- Program or Project management experience
- Bachelor’s degree (B. A. / B. S.) from four-year college or university
- 4 – 6 years related experience and/or training; or equivalent combination of education and experience.