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Verizon Contact Center Project Manager in Ashburn, Virginia

What you’ll be doing...

As a Project Manager, you’ll be working within our Professional Services customer-facing project management team to manage enterprise-wide Contact Center solutions for customers from many verticals. The Professional Services team implements and maintains both Verizon hosted and CPE solutions which contribute millions in Verizon revenue. The custom IVR and voice solutions are critical to our customers and our focus is to consult with both quality and with a sense of urgency. The project management team follows the Verizon Professional Services Project Methodology which uses a standard set of processes and procedures to provide a structured, consistent approach to planning, organizing, and controlling Verizon PS activities. A standard approach to project management allows Verizon to provide consistently high-quality project implementation and management. The work is sometimes done from a Verizon office, remotely, and (at times) from a customer location.

  • Handling all aspects of project delivery using the Verizon Professional Services Project Delivery Model.

  • Planning and execution of complex Call Center technology project lifecycle implementations.

  • Interfacing with Management, PMO program stakeholders, and customer representatives.

  • Facilitating the definition and documentation of project requirements, scope, and deliverables.

  • Managing scope, coordinating delivery efforts, and driving the change management and implementation process.

  • Developing and maintaining project plans, action logs, and risk and issue logs.

  • Being accountable for delivering projects on time, within budget, and with high quality.

  • Handling resource forecasting and tracking.

  • Tracking and presenting dashboard project metrics to management.

  • Applying subject matter expertise on information technologies required to design and deliver custom solutions.

  • Ensuring all flow down requirements are managed to overall project scope, including TPVs and internal suppliers.

  • Leading cross-functional, high performance, virtual teams.

  • Escalating issues that require executive attention.

What we’re looking for...

You'll need to have:

  • Bachelor’s degree or four or more years of relevant work experience.

  • Project management experience in Contact Center Services.

  • Active or Pending PMP certification.

  • Microsoft Office experience (Project, Word, Excel, and Visio).

  • Willingness to travel.

Even better if you have:

  • A degree.

  • Telecommunications knowledge.

  • Experience with Genesys, Aspect, and IVR technologies (CPE).

  • Experience coordinating management of technical, security, and network architecture frameworks.

  • Experience with Clarity and SAP.

  • Strong project governance skills.

  • Strong client relationship management skills.

  • Agile and Waterfall project methodologies experience.

  • Vendor management skills, including contract agreements, negotiations, service level agreements, and performance measurements.

  • Capability to effectively communicate with all project stakeholders.

  • Ability to perform with a strong sense of urgency.

  • Excellent written and verbal communication skills.

When you join Verizon...

You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.

Equal Employment Opportunity

We're proud to be an equal opportunity employer - and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.

REQNUMBER: 531892-1A

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