Project Manager-Voice Systems Support, Job ID # 7690

BASIC FUNCTIONThis position provides project management for complex Contact Center technology projects. This includes determining project requirements, project definition, analysis, planning, presentation, management, reporting, and coordinating with infrastructure groups and business partners. Projects include ACD, CTI, IVR, Speech Recognition, Quality Recording, and application changes with highly complex integration touch points.
DUTIES & RESPONSIBILITIES1. Design, document and develop voice system enhancements in support of Cardmember Services initiatives. Develop Business Product Specifications for new voice systems initiatives, & work with Business Technology to implement. Maintain definitions & documentation for all CMS reporting as needed by the project. Identify and report on success measures of new voice system enhancements. Conduct requirements gathering, including ability to produce clear, concise, comprehensive specifications which are actionable by developers.2. User Acceptance Testing: Determine test data, document test and execute test scripts. Identify and document test results and defects. Coordinate with the BT Voice Team for the resolution of defects prior to project implementation. Provide approval for UAT completion documents.
3. Manage relationships and communication with Marketing, Marketing Services, all other HQ CSB teams as needed, field CSB management, Business Technology Call Flow, and BT Engineering teams on mutual projects impacting CSB, including new products & initiatives.
4. Communicate regularly with Workforce Management and CSB field management to develop voice system solutions to help meet service level expectations, provide updates on project implementation schedules focusing on providing adequate time for agent communication and training.
5. Evaluate submissions from the employee suggestion program, reward and implement appropriate suggestions.
6. Carry 24x7 on call pager on a rotational basis. Required to be available 24x7 to support operations for escalation process when not carrying on-call pager. Requires periodic off hours work to minimize operation impact.
REQUIREMENTS
REQUIRED SKILLS:
Bachelor's Degree5 to 7 years relevant experiencePC Skills: Word processing, Spreadsheets, Computer languageDESIRED SKILLS: