Contact Center - Project Managers

Job Description -
We are looking for a Technical Project Manager for our Project Delivery team in our Offshore Development Center at Chennai. The successful candidate will be tasked with managing multiple projects on Contact Center platform that are running concurrently, providing updates to team on project status, managing risk across multiple projects, and becoming a customer facing resource for meetings, conference calls, brainstorming sessions, as well as internal meetings with other teams..
Key Responsibilities -
Take ownership for the project process and project deliverables including administration of project collaboration tools and document repositories.
Work directly with project sponsors and key stakeholders on the applicable deliverables.
Lead multiple custom software development projects simultaneously in terms of scope, schedule, quality and release plans, meeting or exceeding customer expectations.
Effectively partner with technical leads and business analysts to guide development teams to understand the business requirements.
Review client requirements and perform gap and/or technical impact analysis.
Closely work with the Technical/Solution Architects to facilitate and perform design reviews or resolution of technical issues
In collaboration with project teams, create and maintain project plans and schedules including deliverables across all impacted areas of assigned projects.
Provide oversight and technical leadership during project execution to ensure alignment with project deadlines.
Facilitate escalation of issues un-resolvable by the project team to the appropriate business or IT sponsor and track to successful completion.
Report project progress to stakeholders and senior management.
Identify risks in conjunction with the project team and stakeholders.
Maintain Project Management skills in alignment with industry standards.
Monitors innovations in Project Management and explores usefulness and adoption.
Deliver dynamic, high quality presentations to senior management on status of software projects
Interface with Quality Assurance (QA) team to ensure accurate delivery of project requirements and compliance with standards, code quality and accepted conventions.
Required Skills -
Significant experience in both developing and managing development of enterprise level applications.
Strong ability to drive projects from concept to delivery.
Strong understanding on the high-level technical architecture and be able to facilitate and drive decisions on appropriate solutions.
Experience in working with technical architects and engineers, bringing focus on that which truly matters.
Prior experience defining functional and technical requirements in relevant artifacts.
Manage execution of multiple concurrent projects of different size and complexity
Drive quality software solutions on schedule and to specification Identify, mitigate, prioritize, manage, resolve project issues, constraints, dependencies and risks Formulate and execute project plans, and manage cross-functional project teams.
Ability to effectively communicate technical issues and provide input in high level design discussions
Strong background in Voice Platforms, including Telecom Networks, Skills Based Routing, IVR Platforms and Integration. (Genesys, Avaya, Cisco Voice platforms)
Mastery of Contact Center IVR CTI environment (Genesys, Cisco, Ayava)
Strong knowledge of system integration between Genesys CTI, Avaya, and Cisco.
Deep understanding and commitment of stable, scalable, and fault tolerant solutions.
Ability to lead a team and work with both technical and functional teams.
Experience defining work breakdown structures, risk registers and other standard project documents.
Strong background in software development discipline.
Experience directly managing Apps Development technical resources.
Able to demonstrate strong management skills including project management and change management
Ability to cope in a technically complex and fast-changing environment, and to respond calmly and rationally to changing aspirations in a deadline-driven situation.
Clear decision-making ability to judge complex situations and assess when to escalate issues.
Balance conflicts and changing demands through prioritization and a pragmatic approach
Must be able to communicate effectively with individuals at all organizational levels and in multiple situations and settings.
Qualifications-
Overall 8 - 10 years IT experience with minimum of 3-5 years of previous experience in Contact Center development / Support / Implementation.
Experience with people management and building high performance software development teams.
Excellent interpersonal, problem solving, and documentation skills.
Demonstrate the ability to work both independently and within a team environment
Must possess excellent written skills and oral communication
PMP certification preferred
Bachelor's degree in computer science or equivalent