Job DescriptionLocation: Dallas, United States
Years of Experience: 8 to 12 Years
About Position We are seeking an experienced Senior Project Manager with a strong background in contact center solutions to join our team as a contractor. The ideal candidate will possess a deep understanding of IVR architecture, ACD routing, skill-based routing, queue management, and workforce optimization concepts. This role is critical in ensuring the successful design and implementation of contact center operations, leveraging Five9 CCaaS Administration expertise.
What You'll Do - Lead the architecture and solution design for contact center projects, ensuring alignment with business objectives.
- Oversee the implementation of IVR systems, ACD routing, and skill-based routing to optimize customer interactions.
- Manage queue management strategies to enhance customer experience and operational efficiency.
- Collaborate with cross-functional teams to develop and implement workforce optimization strategies.
- Provide hands-on administration of Five9 CCaaS, ensuring system performance and reliability.
- Conduct regular assessments of contact center operations and recommend improvements.
- Prepare and present project updates to stakeholders, ensuring transparency and alignment.
- Mentor junior team members and provide guidance on best practices in contact center management.
Mandatory Skills - Deep understanding of IVR architecture and ACD routing.
- Proficient in skill-based routing and queue management.
- Strong knowledge of workforce optimization concepts.
- Hands-on experience with Five9 CCaaS Administration.
- Proven experience in contact center operations.
- Exceptional project management skills with a focus on solution design.
Preferred Skills - Experience with other CCaaS platforms.
- Familiarity with CRM systems and integration with contact center solutions.
- Knowledge of data analytics and reporting tools related to contact center performance.
- Strong communication and interpersonal skills.
- Ability to work in a fast-paced environment and manage multiple projects simultaneously.
Expertise You'll Bring The successful candidate will bring a wealth of experience in contact center project management, with a proven track record of delivering high-quality solutions that enhance customer experience and operational efficiency. Your expertise in architecture and solution design will be pivotal in driving project success and achieving business goals.
If you are a results-oriented professional with a passion for contact center technology and a commitment to excellence, we invite you to apply for this exciting opportunity.
Benefits: - Competitive salary and benefits package
- Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
- Opportunity to work with cutting-edge technologies
- Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
- Annual health check-ups
- Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents
Values-Driven, People-Centric & Inclusive Work Environment: Persistent is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.
- We support hybrid work and flexible hours to fit diverse lifestyles.
- Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
- If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment
