Responsibilities
- Oversee multiple project activities associated with the onboarding of major clients, and migrating existing clients to new products and services
- The necessary organization, facilitation and leadership attributes to successfully satisfy customer and Sutherland-generated requirements
- Familiarity with managing procurement and tools such as Ariba
- Use of Project Management and collaboration solutions such as Smartsheet (or equivalent), A working knowledge of SharePoint & Webex
- Skilled in Networking (VPN/Connectivity/Access Control), IVR, Telecom, Dialer, Recording Technologies (vendors & products)
- Prior experience in the BPO infrastructure and/or technology operations preferred
- Knowledge of Genesys Platforms or similar technologies is a must
- Experience implementing Coral Active or similar universal agent desktop solutions, or WebRTC experience preferred
- Experienced with / knowledgeable about managing or deploying Cisco UCCE (Unified Contact Center Enterprise) and UCCE components preferred
- Experience with OCI, Azure, Google Cloud, GKE, or similar technologies would be an asset
- Oversee all communications throughout each project
- Manage IT, Telecom, and Development resources to complete voice, omnichannel, and data-based requirements
- Risk & Issue Management: Identify, assess, and mitigate project risks, resolving obstacles as they arise.
- Document and execute upon specific requirements associated with new product, program/LOB launches; manage major change requests
- Develop and test operational contingency plans for new and existing programs
- Assist the business development team in growing existing accounts and in closing critical business items such as statements of work and master service agreements
- Ensure there are zero client escalations
- Be able to establish cadence for regular meetings to meet required due dates and to maintain strong collaboration and coordination across project team members supported by preparing and issuing Meeting minutes in a timely manner
- Create, develop and assemble presentations as needed
- Perform internet-related client and industry research
- Maintain and publish Professional Services Support Responsibilities
- Support and manage projects on behalf of IT
- Partner closely with project team members to drive quality results and deliverables
- Ensure all required deliverables are of high quality and completed to support hand off to Operations and stored appropriately on SharePoint
- Identify tasks and request resources from functions to be assigned to project team, then work in matrix management to ensure completed work is of high quality and within project deadlines.
- Working outside normal hours may be required as project needs dictate
- Partner with other Project Managers on migrating our clients to new solutions
Additional Information
- Must be able to work within US Eastern time hours, typically between 8AM to 5PM, though actual hours will depend on project, program, or business needs
- Working outside normal hours may be required as project needs dictate
