The Cloud Contact Center Deployment Project Manager position with LiveOps provides a great opportunity for a seasoned, client-facing program/project manager with experience in the contact center space to work with enterprise customers, partners, and internal teams in implementing cloud contact center customer deployments. You will be spending time taking the lead in implementing new cloud contact center deployments for voice, chat, email, SMS/text, Facebook, and Twitter channels. You’ll be introduced to clients as their primary contact for cloud contact center deployments which will often include multiple call centers in different locations. We are a profitable and growing company in the exciting Cloud on demand contact center space, and you will be a key contributor on our team helping to further enable our rapid growth.
Responsibilities
- Direct contribution to our continued growth and success by managing critical deployments and client relationships
- Taking the lead on contact center implementations, directly or through one of our distribution partners, you will have a unique challenge ahead of you and your contributions will be highly visible
- You will be the key resource responsible for project management, training, configuration, and assistance in helping customers implement their own contact center installations successfully
- Managing in depth, process-oriented projects that often involve not only the primary customer, but also partners who you will need to coordinate with to ensure everything comes together seamlessly
- These are no “push button” deployments, so your advance project management skills will be key to managing these projects to success
- Being the conduit between the customer, partner, internal resources, and internal product managers, managing specific sub-projects within their teams in addition to the primary deployment project
- Gathering and documenting requirements, developing and managing overall project plans, controlling project scope and risks, and managing change control
- Instantiating, configuring, and managing our web-based
- Cloud contact center interface to train customers and assist in deployments and customer support during deployments when necessary
- Building new training materials as required jointly with other members on the team
Qualifications
- 5+ years of strong project management experience, PMP certified preferred
- 5+ years of experience working in external customer-facing, project/program management roles including both small deployments as well as large, complex enterprise customer technology deployments
- Experience in customer training, mentoring and support
- Experience organizing meetings, managing issues and risk registers, driving steering committee meetings, and managing change control
- Strong tenure managing customer-facing, large enterprise software deployments (ideally involving call center technology, multichannel contact center routing solutions, telephony, advanced voice/data networks, and web services interfaces)
- Excellent written, oral, and presentation skills
- BS preferred, preferably in a technical field
About LiveOps
LiveOps is the global leader in cloud contact center and customer service solutions. More than 200 companies around the world, including Salesforce.com, Symantec, Royal Mail Group, and Amway New Zealand trust LiveOps’ technology to enable effective multichannel, social and mobile interactions with their customers. LiveOps' award-winning platform has processed more than 1 Billion minutes of customer interactions and managed operations for the largest US-based cloud contact center of 20,000 home-based, independent agents. With 10+ years of cloud experience LiveOps is the partner of choice for companies wanting to migrate to the cloud. Headquartered in Redwood City, California, LiveOps supports a wide range of industries including financial, health care, insurance, retail, and high tech. For more information visit www.LiveOps.com.
