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Responsible for planning and delivering Customer Experience Systems initiatives on time, within budget, and with minimal disruption to customers and the contact center. Leads integrated planning, scheduling, risk and issue management, vendor coordination, and status reporting across teams and delivery partners. Keeps leaders informed and decisions moving so complex, multi-team efforts land successfully. Decisions are guided by policies, procedures, business plans, and enterprise project management standards.Essential Job Functions & Tasks
The Senior IT Project Manager leads day-to-day delivery of the Genesys Cloud CX migration, including the move of contact center reporting. The role builds and manages the integrated plan across teams and Genesys delivery teams, plans migration waves and cutovers around call volume and service levels, and keeps scope, schedule, budget, risks, and decisions visible to leadership.
Genesys Cloud CX Migration
- Build and manage the integrated migration plan, including scope, milestones, dependencies, resources, and budget across teams and Genesys delivery teams.
- Plan migration waves and cutovers around call volume, service levels, and operational commitments in partnership with Contact Center Operations.
- Lead risk, issue, change, and decision management, and escalate early when schedule, scope, or quality is at risk.
- Coordinate requirements, build, testing, and readiness activities so they stay in sync across teams.
- Track vendor deliverables, milestones, and acceptance in partnership with procurement and Customer Experience Systems leads.
- Plan and track the migration of contact center reports and dashboards, including dependencies on data and reporting teams.
- Coordinate reporting cutover and legacy report retirement so leaders keep the visibility they need.
- Run project governance, working sessions, and status reporting for leadership and stakeholders.
- Maintain clear records of decisions, risks, actions, and changes.
- Prepare concise updates on progress, risks, and needed decisions for Technology and Customer Operations leaders.
- Support planning, sequencing, and estimating for future Customer Experience Systems initiatives.
- Establish reusable delivery practices, plan templates, and lessons learned that speed up future efforts.
- Support planning and coordination of AI-enabled initiatives that connect to the contact center, including pilots and production rollouts.
- Manage cross-team dependencies between contact center platforms and Gigawatt teams.
Required
- Bachelor’s degree in information systems, business, engineering, or a related field, or an equivalent combination of education and experience.
- Eight or more years of IT project management experience, including leading large, multi-team technology implementations.
- Experience delivering contact center technology projects, including routing, IVR, telephony, or reporting.
- Experience managing vendors and systems integrators, including tracking deliverables and acceptance.
- Experience planning platform migrations or cutovers with minimal disruption to operations.
- Strong leadership, communication, and status reporting skills with both business and technical audiences.
- Potential for local travel in Columbus area
Preferred
- Experience delivering a Genesys Cloud CX or other enterprise CCaaS migration.
- Experience with AI, analytics, or self-service initiatives in a contact center.
- Experience in a regulated industry, preferably electric utility or energy.
- PMP, PgMP, Agile, SAFe, or related project management certification.
Core Competencies
- Planning and Organization
- Leadership
- Accountability
- Risk Management
- Decision Support
- Collaboration
- Communication
- Problem Solving
- Adaptability
- Migration waves delivered on schedule and within budget, with minimal disruption to customers and agents
- Clear, current visibility into progress, risks, and decisions for leadership
- Vendor deliverables tracked and accepted against agreed milestones
- Contact center reporting available and trusted through and after cutover
- Repeatable delivery practices that support Contact Center roadmap and Gigawatt AI work
What We’re Looking For
An experienced, steady project leader who can bring many teams and vendors together around one plan. The successful candidate understands how contact centers operate, plans around the realities of call volume and service levels, and keeps leaders informed without adding noise.