Principal Project Manager - Contact Center

Verizon Communications Alpharetta , GA 30023

Posted 2 weeks ago

What you'll be doing...

We take the complexity out of IT solution management and enable our customers to use the right technologies to improve the way they do business. You'll manage the implementation of transformational projects that address the technical and business needs of our customers within our Contact Center, Telecom, and other enterprise solutions. The customer experience will be in your hands as you ensure a smooth implementation that delivers on our promises.

In the role, you'll be responsible for:

  • Developing credibility and a strong business partner relationship with customers.

  • Collaborating with customers and internal partners to understand customer needs and requirements.

  • Applying your knowledge of our enterprise solutions to address customer needs.

  • Scoping, planning, and executing multiple projects in accordance with contractual requirements, including financial and resource management for on-time, on-budget delivery.

  • Overcoming project obstacles and adjusting as needed to stay on course.

  • Applying project management best practices and managing communication processes and project reporting to all stakeholders.

  • Seek to improve Overall Customer Satisfaction for Project/Program delivery.

  • Understand and present the projects/programs holistic mission statement and continuous alignment of the project/program towards such mission.

  • Receives broad guidance from leadership but is accountable for portfolio or program results.

  • Exercises considerable judgment in developing methods, techniques & evaluation criteria for obtaining results.

  • Define project/program objectives, requirements and priority, prepare a high level roadmap as well as identify desired outcomes.

  • Provide high level project and program communication from a central venue which includes but is not limited to:

  • Defining the projects/programs project management standards, tools, templates and measurement criteria.

  • Providing a high-level schedule defining major milestones, deliverables and target dates across the project/program:

  • Mitigating schedule and resource conflicts as applicable

  • Managing change as related to scope and contract as well as change initiated by project priorities, strategies and environmental impacts.

  • Stakeholder management of key external/internal, secondary and TPV team members.

  • Facilitate the identification of timelines, dashboards and financial scorecards for the PS project/program to keep executives and stakeholders current on progress and potential red flags

  • Financial Management identifying:

  • Contract breakdowns by product, revenue accrual and billing type

  • Validation of invoicing

  • Control of actuals and overages

  • Identifying and mitigating project/program risks and issues before they become crises

  • Ensuring prompt problem and escalation resolution

  • Drive business results by building and developing a strong diverse team and maximizing team performance in a continually changing environment.

  • Ensure a safe and ethical work environment by complying with the Code of Conduct and all Company policies.

What we're looking for...

You'll need to have:

  • Bachelor's degree or four or more years of work experience.

  • Six or more years of relevant work experience.

  • Six years of experience managing the implementation of solutions.

  • Knowledge of Contact Center Solutions and / or Telecom Solutions.

  • Telecom experience with SIP implementations and phone configurations.

  • Experience in implementing contract center environments and the technologies involved.

  • Abilityto ensure high quality deliverables referenced in the project schedule, maintaining adherence to delivery best practices.

  • Demonstrate clear and consistent ownership and accountability for the delivery of the project as represented in the Statement of Work, including, but not limited to:

  • Requirements development and scope management

  • Project schedule development, management and tracking

  • Resource management and time tracking

  • Project financial management and tracking

  • Project risk management

  • Project issue management

  • Project communication / reporting management.

Even better if you have:

  • A degree.

  • Experience managing large-scale organization-wide technical implementations. Ideally in communications or large infrastructure solutions.

  • Project Management Professional (PMP) certification.

  • ITIL v2/3 Foundations Certification.

  • Experience leading diverse consulting engagements or customer transitions and transformations including third party vendors, internal, and customer resources.

  • Documentation and addressing of risks, issues, actions, status reporting.

  • Excellent presentation skills in front of executives and technical audiences.

  • Project Schedule creation and maintenance.

  • Vertical industry experiencein one or more of the following:

  • Energy/Utilities

  • Transportation

  • Retail

  • Healthcare

  • Willingness to travel.

When you join Verizon...

You'll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America's fastest and most reliable network, we're leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we're about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.

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