Ideal candidate is a project manager that can lead implementation of infrastructure and call routing changes to a designated Outsourced Service Providers for a large contact center customer.
Previous experience working with telecom carriers to implement new or upgrade current MPLS circuits is a must
General knowledge of contact center call flow routing is a must
Strong project management skills shall include project schedule creation, risk and issues tracking and mitigation
Need a senior level PM for high visibility project to implement IVR Automation globally Will work closely with the business supporting Services Deployment and Support. Good communication and clear expectation setting are required.
Will work with voice engineers for current capacity and design of the voice call transport
Will work with Dell developers for business requested ACD call flow and ICM routing changes
Avaya ACD and Cisco ICM knowledge
Previous experience with OSP setup and company agent / call transition to the OSP
Experienced PM skills especially, schedule management and risk management
Knowledge of server provisioning
US location, Austin, TX preferred
Experience with Citrix or other Virtual Desktop Infrastructure solution a plus