Senior IT PM, Onsite: Contact Center CX Migration

UNICON International Inc.; Columbus (OH); Presencial; USD 110.000 - 140.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical benefits

401(k) plan

Other standard benefits

Descripción de la vacante

UNICON International Inc. is seeking an experienced Senior IT Project Manager for an onsite role in Columbus, OH.

You will lead cross-functional teams and vendors to deliver Customer Experience Systems initiatives on time, within budget, and with minimal disruption to customers and the contact center. The role focuses on guiding the Genesys Cloud CX migration, contact center reporting migration, governance, and a technology roadmap.

Formación

• Eight or more years of IT project management experience.
• Experience delivering contact center technology projects (routing, IVR, telephony, or reporting).
• Experience managing vendors and systems integrators with tracking deliverables and acceptance.
• Experience planning platform migrations or cutovers with minimal disruption to operations.
• Strong leadership, communication, and status reporting skills with both business and technical audiences.

Responsabilidades

• Build and manage the integrated migration plan across client teams and Genesys delivery teams.
• Plan migration waves and cutovers around call volume and service levels.
• Lead risk, issue, change, and decision management and escalate when at risk.
• Coordinate requirements, build, testing, and readiness activities across teams.
• Track vendor milestones and acceptance with procurement and CX Systems leads.
• Plan and track migration of contact center reports and dashboards, including data dependencies.
• Run project governance, status reporting for leadership and stakeholders.
• Support planning, sequencing, and estimating for future CX systems initiatives.
• Coordinate AI-enabled initiatives within the contact center ecosystem.

Conocimientos

Leadership

Communication

Risk Management

Planning

Collaboration

Problem Solving

Adaptability

Decision Support

Educación

Bachelor’s degree in information systems, business, engineering, or related field

Descripción del empleo

UNICON International Inc. is seeking an experienced Senior IT Project Manager for an onsite role in Columbus, OH.

You will lead cross-functional teams and vendors to deliver Customer Experience Systems initiatives on time, within budget, and with minimal disruption to customers and the contact center. The role focuses on guiding the Genesys Cloud CX migration, contact center reporting migration, governance, and a technology roadmap.