Yorba Linda, United States
Added Nov 18, 2017
The PM is responsible and accountable for on-time and high quality project delivery ensuring constant positive customer experience. The PM acts as a focal point of contact for the client during the project. The PM is responsible for the total customer experience including – communication, documentation, SOW, status reports, issues logs, site preparation, installation, customization, consulting, training, escalation management and sign-off upon completion of solution delivery. The PM should be involved and introduced to the project during the last stages of the sales process.
General Roles and Responsibilities
Manage multiple, parallel projects using formal project management techniques.
Responsible for on-time, on-quality, on-budget delivery of projects.
Adhere to NICE’s Project Management Methodology.
Accountable for the Statement of Work (SOW) and Project Plan, along with all related materials, work products, updates, etc.
Plan, estimate, and organize overall implementation of NICE solutions including equipment delivery, site readiness, resources management, installation, training, customization and consulting.
Provide updates on timelines and essential documentation (i.e., SOW, Project Plan and Dates) to all project team members and keep team members informed of any open issues potentially impacting the timeline.
Provide daily direction, motivation, and support to project team.
Plan for project contingencies and anticipate variations that may affect resources, successful implementation, and project timeline. Manage Change order process.
Anticipate, identify and categorize acceptable levels of risk and potential impact of risk factors.
Serve as the focal point of contact of the client throughout the entire project.
Facilitate issues resolution during the implementation process.
Accurately forecast project closure and revenue recognition dates.
Use SIMS to track project effort and status.
Conduct post implementation Lessons Learned meetings.
Spot other opportunities for value add upsell.
Estimated 75% travel.
PMI certification – advantage.
Three to five years of Project Management experience.
Contact Center industry background.
Technical background – advantage.