Serve as SME to support client solutions/ facilitate discussions as appropriate in the IT infrastructure / cloud Contact Centre space.
Work with the support teams to review the existing build (network, IP telephony, Cloud infrastructure etc.) and liaise with business process owners and Technology Operations for a consistent, standard architecture for the contracts.
Participate in root cause analysis with internal teams, vendor and client technical teams. Work with respective support teams to help identify action Items and corrective action for further improvements.
Maintain documentation for continuous service improvement and knowledge base of technical resolutions for common or recurring problems.
Mentor team members.
Actively support leads for new sales bid, RFPs etc.
At least 3 years of relevant project management experience
At least 1 year of supervisory experience Proficiency in English, Strong communication skills (verbal/written)
Highly organized with attention to detail
Good presentation skills, Strong interpersonal and negotiation skills
Advanced proficiency of MS Excel, PowerPoint
Self-motivated, self-driven, responsible
Experience with Technology project management, customer relationship, Stake holder management, business development and IT security
Develop process improvements to achieve cost effectiveness and time saving.
Perform resource allocations and workload assignments according to delivery requirements.
Ensure that team maintains high level of competence and operational excellence.
Evaluate the performance of team members and determine training needs.
Make critical business decisions to meet customer expectations.
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
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