Job Description
Summary / Objective
Following InflowCX’s defined processes and procedures, the Project Manager works to ensure client deliverables (UC, Cloud and Contact Center) are delivered in a timely manner with the highest quality possible.
Essential Duties & Responsibilities
- Act as the primary resource and contact for customers on driving projects for day-to-day project planning and delivery, drive scheduling, strategic planning, issues resolution, and scope definition for end-to-end projects.
- Keeps projects on track with budgeted hours and scheduled go-live dates.
- Documents process enhancements and proposed change management solutions that improve process efficiency.
- Proactively identifies and mitigates potential issues or risks.
- Uses developed communication and diplomacy skills required in order to guide, influence and support the direction and decisions.
- Provides advice and counsel related to the technologies and operations of the business. This role will not only look after existing systems but will help to collaborate on new developments and influence innovation within the space.
- Assists in team development by holding teams accountable for their commitments, removing roadblocks to their work, and leveraging cross-functional team skills to improve product backlog
throughput
Project Manager Job Duties
- Manage engineering resources during all phases of the project lifecycle. Schedules time for client meetings, engineer build time, testing, etc.
- Provide assistance as needed, including Training, Technical Account Team (TAT), Installation, and Customer Support
- Maintain and update project schedule within TaskRay (tasks, checklists, timeline and hours). Keep accurate monthly and quarterly forecasting for revenue recognition.
- Assist in designing call flows and telephony solutions using Lucid charts based upon discovery data gathered during the Discovery phase of project.
- Manage UC, Cloud and Contact Center Implementation projects and oversee activities in the design, deployment, and project closure phases of implementation.
- Update and maintain team documents in OneDrive, TaskRay, and any other system assigned.
- Contribute to provide process improvement and development toward organization initiatives.
- Keep PMO updated on project status, critical paths, and associate risks.
- Build strong relationships with customers, partners, and internal team members.
- Other duties as assigned
General Responsibilities & Duties
- Provide continuous communication, feedback and ideas with leadership to improve InflowCX, and our employees and customers’ lives.
- Participate in company meetings, department meetings and other company events.
- Conflicts and other challenges are to be promptly communicated to your supervisor then HR if not resolved within a reasonable time frame (chain of command).
- Participate in all company training courses provided and successfully complete all necessary online and self-paced training courses in the defined timelines required.
- Maintain an awareness of and always strive to practice and improve upon your personal integrity, honesty, positive outlook and attitude, sense of urgency, follow through, accountability, communication, sales, social and relationship skills, continuing training and education, company, industry, and product knowledge.
- Inspire within your team and personally live InflowCX’s Core Values and company purpose at all
times:- Create Exceptional Experiences with Every Interaction
- Exemplify Integrity, Accountability & Appreciation
- Improve Lives of Employees & Customers
- Teamwork Leads to Greatness
- Evolve & Innovate
Education and/or Experience
- BS/BA in technical (e.g., CS/IS/EE/MIS) or business (e.g., Management / Marketing / Operational) field or equivalent work experience.
- 3-5 years’ experience in managing CCaaS, Cloud and/or UCaaS implementation projects a must. Priority given to those with experience managing Genesys, Zoom, Five9 CC platform deployments.
Work Environment
- This role is 100% Remote and routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Physical Demands
- The employee must occasionally lift and/or move up to 10 pounds (25-70 pounds during installation). The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Position Type/Expected Hours of Work
- Remote
- Some flexibility in hours is allowed, but the employee must be available during the “core” client work hours.
Travel
- May be required to travel up to 10% or as assigned