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Technical Project Manager - Call Centre Technology (CCTech)

Job Title: Technical Project Manager - Call Centre Technology (CCTech)
Contract Type: Temporary
Location: Cork, Republic of Ireland
Industry:
Salary: €310 - €350 per day
Start Date: ASAP
Duration: 6 months
REF: CCtechpm2323_1521562415
Contact Name: Ellise Fleming
Contact Email: ellise@projectrecruit.com
Job Published: 8 months ago

Job Description

Our client is a global IT service provider who requires a Technical Project Manager specialising in Call Centre Technology (CCTech) for a 6m contract role based at the client site in Cork, Ireland.

The client team supports many of the key global applications used in the clients EMEIA sites. The CRM and telephony applications are used for a variety of functions including identifying all of their customers, the products they have and when they bought them, technical case tracking, service and repairs, sales, opportunities and routing calls.

Responsibilities:

The Primary responsibility is Project Management. Candidates should:

◦ Have proven experience in managing and understanding technical projects
◦ Have proven experience working with engineers
◦ Be strong at driving cross-functional teams
◦ Can get things done
◦ Have good soft skills - communication and relationship building
◦ Ideally have experience as a BA as some skills overlap

Knowledge in Genesys Systems is preferred


Tasks include:

  • Project Managing identified global Call Centre Technology (CCTech) projects - including defining timelines, on time delivery, on budget delivery, coordination across SSGs, stakeholder management, risk management, testing and QA, implementation and warranty
  • Partnering with the EMEIA CCTech Technical and Program Leads to deliver identified CCTech projects in EMEIA
  • Understanding functional and technical changes associated with the identified CCTech projects being managed from EMEIA
  • Some business analysis tasks will also be required as needed
  • Working with the EMEIA team to partner with the EMEIA Contact Centres (Retail and After SalesCare) and support business needs. This may involve analysis, functional support, testing support, project and release go-live and warranty support
  • Representing EMEIA in global IS&T and business forums
  • Working with business users to trouble-shoot and validate reported issues
  • Liaising with APS team to ensure non-critical issues are effectively worked to completion
  • Previous experience with Customer Systems applications would be an advantage