Project Manager_Engagement Centre Implementation(Genesys)

10-15 years
2 months ago 56 Applied
Job Description

Project Manager_Engagement Centre Implementation(Genesys)


ROLE PROFILE

JOB TITLE: PM, Engagement Centre Implementation

CITY & COUNTRY: Malaysia

Project Manager_Engagement Centre Implementation(Genesys) : Extensive experience in implementing Genesys system

ROLE SUMMARY
We are looking for a passionate Project Manager with a strong foundation and experience in Genesys Call Centre projects. The chose candidate will be working closely with our Global, Regional and Local IT services team to deliver the project

KEY RESPONSIBILITIES

Project Delivery

  • Manage the project with various stakeholders and undertake related activities as and when required to ensure success of the project.
  • Understand project objectives, ensure deliverables meet defined timelines, cost and quality requirements.
  • Ensure effective tracking of project and progress.
  • Highlight issues, exceptions and deviations in a timely manner. Analyse any potential issues and highlight risk to management in a timely manner to be addressed.
  • Coordinate and provide reports based on deliverables i.e. progress against plans, risks, issues and business impacts. This includes regular in depth reviews of the projects with the relevant stakeholders.
  • Evaluate and recommend solution options or alternate approach where required to ensure project success. Undertake any improvement tasks such as process improvement, tracking or reporting on activities to ensure project deliverables are to quality and to plan.
  • Ensure documentation are completed for project deliverables (plan, estimates, reports etc) and for clear handover to BAU (service transition, IT standards, etc).
  • Define and uphold the project management methodology utilized in the project, including training/ consultation on tools/ best practices to project team where required.
  • To coordinate project post-mortem.
Project Dependencies
  • Ensures that investments and initiatives in the project are aligned with the Global/Region/DRBU/Local end market strategies and priorities.
  • Prioritizes activities/ deliverables based on changing needs, resource/ capacity constraints, risk exposure, and interdependencies with other projects.
  • Works with stakeholders to develop project resourcing strategies to ensure optimum support for projects and for the day-to-day operational activities.
  • Ensure learnings/ opportunities are reused to optimize resourcing and success across projects, consistency of deliveries between entities in the region.
BASIC QUALIFICATIONS

1. Education:
· Possess at least a Bachelor's Degree, Post Graduate Diploma, Professional Degree, Computer Science / Information Technology, Business Studies/ Administration/ Management or equivalent.

2. Experience:
  • Valid Professional Certification (Prince2, PMP, Agile).
  • At least 10 years working in related field.
3. Skills:
  • Project management knowledge and experience in infrastructure (network/ cloud/ application migration).
  • Possess good business acumen and able to build strong relationships with internal and external stakeholders.
  • Results focused and performance driven, flexible to work hours where stakeholders are located.
  • Experience delivering change management project a plus.
4. Attributes:
  • Good team player with strong verbal and written communications skills.
  • Ability to work collaboratively and be adaptive/dynamic to fast-paced working environment.
  • Ability to cope under pressure, self motivated and self sufficient with a can do attitude.
  • Organized, analytical, attentive and performance driven.
  • Ability to interact with all level of stakeholders.
  • Enthusiastic and enjoys creative problem solving.
PREFERRED QUALIFICATIONS
  • Delivery experience in Genesys implementation.
  • Demonstrated familiarity with Genesys ecosystem involving integration to CRM (Salesforce), Reporting (PowerBI),
  • Familiarity with Genesys configuration and setup

ITC Infotech India Limited

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