Job Description

W2 only, no C2C.
​MUST HAVE IVR and Telephony EXPERIENCE.

Position Title: Project Manager – IVR and Customer Contact Center Cloud Solutions

Location: Brooklyn, NY, Manhattan, NY, and/or Remote (Preference is can come in office a few times a month and for leadership meetings.)

Job Summary: We are seeking an experienced Project Manager to lead and oversee the implementation of Interactive Voice Response (IVR) and Customer Contact Center Cloud Solutions. The ideal candidate will have a proven track record in managing full technology solutions in the contact center space, working with vendors, and ensuring successful project delivery within scope, timelines, and budget. This role requires excellent documentation skills, particularly in documenting decisions with vendors and managing vendor statements of work (SOW). We are looing for talent that has experience leading or managing Contact Center as a Service implementation effort.

Key Responsibilities:

• Project Management: Lead the end-to-end implementation of IVR and Customer Contact Center cloud solutions, ensuring projects are delivered on time, within scope, and within budget.
• Vendor Management: Collaborate with vendors to define project requirements, manage vendor relationships, and oversee the execution of vendor statements of work (SOW).
• Scope and Timeline Management: Develop and manage project plans, including defining project scope, setting timelines, and tracking milestones.
• Documentation: Clearly document project decisions, vendor interactions, and project milestones. Ensure all project documentation is up-to-date and accessible.
• Stakeholder Communication: Communicate project status, risks, and issues to stakeholders, ensuring transparency and alignment throughout the project lifecycle.
• Risk Management: Identify potential project risks and develop mitigation strategies to ensure project success.
• Quality Assurance: Ensure that all project deliverables meet quality standards and customer expectations.

Qualifications:

• Experience: Minimum of 5 years of experience in project management, specifically in the IVR and Customer Contact Center cloud solution space.
• Technical Skills: Strong understanding of IVR systems, cloud-based contact center solutions, and related technologies.
• Vendor Management: Proven experience in managing vendor relationships and overseeing vendor statements of work (SOW).
• Project Management Skills: Excellent project management skills, including scope management, timeline management, and risk management.
• Documentation Skills: Strong documentation skills, with the ability to clearly document project decisions and vendor interactions.
• Communication Skills: Excellent communication and interpersonal skills, with the ability to effectively communicate with stakeholders at all levels.
• Education: Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field. PMP or similar project management certification is a plus.

The target hiring compensation range for this role is $70 to $75. Compensation is based on several factors including, but not limited to education, relevant work experience, relevant certifications, and location. 

Founded in 1823, this client operates one of the world’s largest energy delivery systems, and provides electric, gas, and steam services for 10 million people in the Greater New York region. You read that right, 10 million! With the goal of providing cleaner and more efficient energy choices, they are always looking toward the future and exploring innovating ways to take advantage of developing technologies that better serve consumer needs. As a leader in the industry, they listen to consumer needs and are working to provide more control over when and how power is used. Innovative and creative? We love that!

The company culture? Award winning! Our client fosters an empowering and inclusive workplace culture with over 15,000 employees who make all the difference in the company. Our client has received top accolades for their continued diversity efforts and unique opportunities for women in the field. Each opportunity with this client is exciting, while they are already amazing, your digital expertise can help make them extraordinary! Your creative passion, fresh perspectives, and commitment to learning will help drive a seamless customer experience. You will gain new skills (and perfect your current ones), partner with some of the worlds smartest individuals, expand your portfolio and update your resume for the next opportunity. Apply today to see what exciting opportunities we have waiting for you!

Working with AQUENT provides you access to some pretty awesome perks:

• Subsidized (up to 85%!) Health, Vision and Dental Benefits, and Access to Fidelity 401(k) with Matching!
• FSA Program
• Weekly Direct Deposit
• Resume / Portfolio Review + Interview Prep. You’ll be set-up for success!
• Free Continued Learning:
• Compare our benefits to other agencies, here:
• Who is AQUENT?

#LI-Hybrid

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