IVR MS Office Personnel Management Genesys Experience AVAYA Technology Server Virtua   Requirement id 60762 Job title Manager Job location in Boston, MA Skills required Project Management, IVR, MS Office, Personnel Management Genesys Experience Open Date 08-May-2017 Close Date Job type Not specified Duration 2 Months Compensation DOE Status requirement --- Job interview type ---    Email Recruiter: coolsoft Job Description Manager: Project Management, IVR, MS Office, Personnel Management Genesys Experience Submission Deadline : 05/11/2017 04:00:00 PM BID NUMBER: BD-17-1030-0P100-0P110-15945 Client : Department of Transportation Description : The IVR(Integrated Voice Response) Technical Architect/Project Manager is responsible for the analysis, configuration, management, planning and execution of the MassDOT IVR/Call Center technology. The Project Manager/Technical Analyst is accountable for delivering projects on time, within budget, and with high quality. This position focuses on improving/modernizing/architecting the technology supporting the business Call Center groups today and in the future. Responsibilities • Provide technical architectural analysis of the MassDOT “OneVoice” interactive voice response system. • Perform analysis of complex voice process flows, natural language configurations, and reporting. • Manage system improvements in coordination with business and support vendors. • Ensure effective communications between the business, internal IT staff, and vendors. • Create roadmap for IVR/Contact center technology based on assessment on business requirements. • Mentoring call center administration on best practices on call tracking, monitoring, management. • Manage contracts and drive deliverable target dates (including monitoring and processing of invoices, coordination and integration of the vendor deliverables with the internal IVR system setup, negotiation of vendor terms to enhance the existing IVR application and development of new features). • Ensure business inclusion throughout the management of the project schedule, project decision making, training, etc, ensuring all business needs are met. • Establish a communication strategy in partnership with the business and IT sponsors to effectively communicate project related information to team members, IT management, and customers throughout the project life cycle. • Facilitate the definition of the project scope, milestones, tasks, deliverables and resource requirements. • Develop and maintains project plans, status reports, risk and issue logs, budget and forecast of project resources and material expenses and other project related artifacts. • Create strategies for risk mitigation and contingency planning. • Manage and negotiate project scope changes, using change control procedures. • Ensure that assigned projects are conducted in compliance with all department standards, policies, and guidelines. • Efficiently identify and resolve project issues. • Coach, mentor, motivate and supervise project team members and other project managers. • Escalate issues that require executive attention. Skills • Knowledge of infrastructure implementations, with a focus on IVR Call Center environments. • Knowledge and experience using industry standard project management principles and methodologies delivered using various systems development life cycles. • Strong familiarity with project management software and MS Office. • Demonstrated experience in personnel management. • Ability to define, manage and exceed customer expectations. • Can operate at the macro level, driving large teams with multiple stakeholders but also has the ability to individually contribute to work products when required. • Strong intellectual curiosity and capacity for professional growth • Ability to effectively communicate and build consensus across various project stakeholders including, IT management, business customers, team members, IT Operations staff, and other IT colleagues and team members. • Perform with a strong sense of urgency. Qualifications • BA/BS degree in Business, Computer Science or related field. • 5+years direct work experience in a project management capacity. • Demonstrated track record of success at delivering IVR Call Center infrastructure   Call 502-379-4456 Ext 100 for more details. Please provide Requirement id: 60762 while calling.   Other jobs in MA: Boston (103), Burlington (1), Cambridge (1), Canton (3), Chelsea (9), Franklin (1), Lexington (2), Malden (10), Marlborough (2), Maynard (2), Newton (1), Quincy (6), Sharon (1), Waltham (1), Welesley (1), Wellesley (6), Westborough (1), Westbourough (1), Project Management job openings in Boston, MA Jobs List ITS63 DOT Senior Business Analyst 001 -SP Create date: 07-May-2021 Bid Number: BD-21-1030-0P100-0P110-62343 Note: RTR form must be submitted Note: Online Submission hourly rate: $79 to $90 Submission Deadline: 5/13/2021 04:00 PM EST Start Date: 5/24/2021 End Date: 11/23/2021 Client: Department of Transportation Description: The Business An.... 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