Client Services Project Manager, CX

• Define project scope, goals, and deliverables that support business objectives in collaboration with internal stakeholders as well as customers and partners.
• Develop project plans, diagrams, and communications documents.
• Estimate the resources and participants needed to achieve project goals. Negotiate with other department managers and implementation managers for the allocation of required staff.
• Identify and manage project dependencies and critical path.
• Plan and schedule project timelines and milestones using appropriate tools. Track deliverables.
• Develop and deliver progress reports, proposals, requirements documentation, and presentations.
• Proactively manage changes in project scope, identify potential crises, and devise contingency plans.
• Build, develop, and grow any business relationships vital to the success of the project.
• Collect sign-off confirming the customer's agreement on project completion and "acceptance".
• Conduct project post mortems and create a recommendations report in order to identify successful and unsuccessful project elements.
• Develop best practices and reusable tools for project execution and management.
• Follow the company Code of Ethics and inContact policies and procedures at all times.
• Communicate in an effective and professional way with customers in and outside of inContact.

• ​Bachelor's Degree in Business Management or related field or equivalent work experience required.
• 6+ years of experience in project management or technically relevant occupation
• Experience in call recording or telephony industry
• Strong project management skills in planning and coordination for timely delivery
• Good understanding of principles, theories, practices, and techniques for managing project workload and analysis needed for key deliverables
• Excellent verbal and written communication
• Ability to motivate and encourage a project team
• Critical thinking and problem-solving skills
• Understanding of technology and software development cycle
• Resource management skills
• Risk management skills
• Ability to make independent and sound decisions
• Financial and budget competencies
• Organized and comfortable planning several months in advance
• PMI Certification preferred

NICE Systems