Job Title: Program Manager
Locations: Alexandria, VA and Arlington, VA
Knowledge of and experience with Genesys platform.
Organize, plan, direct, staff, and coordinate the overall program effort; manage contract and subcontract activities as the authorized interface with the Contracting Officer, COTR, Government management personnel, and customer agency representatives; ensure compliance with Federal rules and regulations.
Demonstrate communication skills with all levels of management. Establishes and alters (as necessary) management structure to effectively direct contract support activities.
Meet and confer with USPTO management and technical personnel regarding the status of specific contractor activities and problems, issues, or conflicts requiring resolution.
Capable of negotiating and making binding decisions for the company.
Extensive experience and proven expertise in managing similar multi-task contracts of this type and complexity.
Extensive experience supervising personnel.
Thorough understanding and knowledge of the principles and methodologies associated with program management, contractor management, and financial management.
Experience and knowledge in subcontractor management, quality assurance metrics and techniques, and configuration management tools.
Excellent oral and written communication skills
Minimum of 5 years experience with the Genesys PureConnect platform
Minimum of 10 years experience managing contact center installations
Successful planning and management of contact center infrastructure for 100+-seat contact centers.
Customer Service / Contact Center Management
Customer Relationship Management (CRM)