Project manager

Job Description

Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.About this roleProject management resource responsible for managing a large complex project, or a significant component of a large programme and or a portfolio or projects/programms. The nature of assignment will always be to deliver bespoke solutions across the entire Service Transition customer base. The role is responsible for ensuring that project delivery is managed within agreed timescales, budget and quality. Providing customer with best practise, best in class project management, delivered in a way that delights the customer and strengthens customer relationships. This role specifically aligned to CCC projects and programmes and will be responsible for leading the delivery of CCC project from start to End.The role holder will drive high performance culture into all the resources and be accountable for his/ her team s performance and employee engagement. The role is also an interface with 3rd party suppliers, which involves the selection of suppliers, agreement, planning, timelines and quality of deliverables.Youll have the following responsibilities

• Accountable for leading the end to end planning and delivery of projects, programmes or portfolio that are large and complex and represent significant benefit and/or risk to our customers throughout the lifecycle Win Business / T&T / In-Life
• Building and maintaining strong and proactive customer service relationships and driving strategy across owned contracts for project delivery
• Create communication plan and conduct kick- off meetings. Manage project team along with technical leads. Ensure Team is fully engaged from the beginning from Discovery phase to requirement gathering, conduct workshops and through to infrastructure analysis.
• Matrix leadership for multi-disciplined resources across the project/programme to drive successful deliveries for the customer
• Create, review, agree, and manage CCC migrations plan through to Hypercare.
• Ensure design team is fully on board and proper sign off received from every angle.
• Establish Governance, manage stakeholder expectation.
• Act as a customer champion. Establishes customer needs, uses operational and technical expertise to deliver brilliant experiences by resolving customer issues and delivery quality and timeliness. Understanding the customer business context and the impacts the programme has on successful business outcomes
• Capable of leading meetings with customer and able be able to develop project related documents. Ensure custom expectation are managed properly throughout the project with proper communications
• Ensuries required documentation exists for all required projects, including communication plans, implementation plans are all interlocked with the end customer in line with BT Project and Programme methodologies
• Implements jeopardy management and reporting to ensure delivery of service compliant with contractual SLAs, ensuring project are closed effectively.
• Manages escalations and work allocation, coordinates and manages contract projects of Project Management Profressionals within their portfolio
• Actively support and may drive and deliver business transformation and change programmes may lead on specific projects or be a key contributor but actively support and engage to deliver business outcomes/results

Youll have the following skills & experience

• Excellent communication and stakeholder management at a senior level both internally and externally
• Ability to innovate to resolve complex problems
• High degree of business and commercial acumen
• Strong leadership capability with an ability to lead and motivate high performing teams
• Significant experience of leading and delivering complex projects, requiring management of medium-term and long-term timeframes
• High Level of customer management skills
• In depth understanding of contractual commitments around delivery timelines and contractual obligations
• Understanding and experience of ITIL Functions
• Relevant Project / Programme Management certification

See specific tehcnical skills and knowledge required below

• Technical knowledge of Cisco Cloud and how it works with a basic understanding of Cisco Cloud platform/ infrastructure build, i.e.
• Understanding of what servers are required for CCC. E.g. Finesse server and associated technologies related to serves. Such as DNS, Firewall, Hostname. Have an understanding of:

• requirement gathering in terms of Call Center
• customer design and showstopper features
• CCC Components and their functions, such as Finesse, CVP s, CUCM
• IPT/OCC/CCC user build process.
• Call center skills such as call flow, Scripts etc.
• CCC related training in terms of agents, supervisors offered by BT
• customer requirements in terms of reporting such as E-gain, others
• optimize CCC related to Verint and Work force Management
• UAT process, testing and documenting the results related to requirements
• GSIP, ICG products and number porting.
• Integrated Solution (CCUD) - Knowledge and understanding of One Cloud and Contact center infrastructure build is needed to standup both platforms.

• Cisco Phone systems
• Contact Center systems cloud and on-premise, including voice queues, call routing, call recording, softphones, agents
• Voice protocols and technology, including SIP, PRI, VOIP
• IP networking, both routing and switch
• Experience managing delivery, training and implementation of WFO products such as NICE, Verint, Pipkins, and CSI.
• Strong technical knowledge and or hands-on experience with SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices.
• Possess thorough understanding of project management tools as they relate to IVR and CTI applications.
• Understands basic telecom functions: DNIS, ANI, and skillset routing
• Experience with IVR communication features: Speech Technology, DTMF, and Text to Speech technology
• Have in-depth experience managing WFO Projects within Verint, NICE and/or Calabrio Cloud suite.
• Enable our customers to attain optimal results from WFO products by managing their expectations to deliver customer defined results.

Experience:

• Experience of very critical and complex project delivery.
• Proven experience of managing people
• Experienced practitioner of a formal Project Management methodology such as MSP, Prince2, APMP, ITIL qualification, Risk Management Qualification or 6 Sigma.

• Requires experience working in collaboration with multiple/ wider teams
• Experience managing multiple stakeholders up to executive level
• Experience of working with full independence / autonomy

COVID-19 Notice: We ve changed our recruitment process so that we can continue to offer exciting opportunities in BT. We ve moved to virtual hiring until further notice - which includes video interviews and virtual onboarding, to make sure that we maintain candidate and employee safetyAbout BTBT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.Were now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And were on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.So, if youre interested in the power of potential, why not join us today and release yours You can read more here about what its like to work at BTHow to ApplyIts easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Dont worry if you need to make changes - youll have the opportunity to review and edit your work on the final page. We look forward to receiving your application, *.

Keyskills :
deliveryjavamusic makingrisk managementcall flowcustomer servicereportingcustomer relationscontact centerproject managementproject deliverycall routingleading meetingscall center