Project Manager, Implementations
Voya Financial
Cloud
Job Level
Senior
Tech Stack
Cloud
About the role
- Act as the primary liaison to support NiCE CXone customers through custom deployment projects
- Elicit, document, and prioritize business, functional, and system-level requirements for Statements of Work for Enterprise Customers
- Engage with clients early in the sales cycle and provide best practices consulting from premise to cloud solutions
- Stay involved through the onboarding process, assisting with the solution life-cycle to ensure a seamless customer journey
- Manage customer expectations and satisfaction and configure CXone solutions based on customer requirements and industry best practices
- Assist with the development of business cases, project proposals, and SOWs as part of new business opportunity development
- Perform data, process, and fit/gap analysis to help stakeholders define the scope of new solutions
- Help inform and drive business process engineering and change management recommendations and planning
- Prepare and deliver presentations to clients and stakeholders in the form of solution approaches, impact assessments, and project readouts
- Serve as the solution expert during the CXone pre-sales and implementation cycles and ensure desired business outcomes are achieved
- Speak to the capabilities of the CXone Product Suite and assist with technical product configuration and scripting as required
- Assist with process, data and object modeling in various application and database environments
- Provide technical architecture leadership, analysis, design, development and enhancement
- Maintain expertise and currency in industry leading contact center technologies
- Assist with the project management of the end-to-end solution life-cycle
- Conduct comprehensive cost/benefit analysis and prepare solution cases for projects
Requirements
- 5+ years of solution architecture experience
- 5+ years of consulting or customer engagement experience
- 5+ years of contact center experience
- Successful track record in best-of-class solutions with a portfolio of strong work examples
- Analytically minded with strong interpersonal, presentation, project management, problem solving, and communication skills
- Strong multi-tasking skills with the ability to adapt to shifting priorities, demands, and timelines between multiple technologies and tools across various clients
- Experience in systems integration, process analysis and process diagramming
- Ability to translate solution functionality and opportunities into clear, precise and easy to read functional documentation
- Experience with iterative/phase-based project management approaches
- Ability to visually communicate process/system requirements and recommendations in the form of cross-functional process flow and data flow diagrams
- Strong business acumen to quickly learn new solution processes and understand how technology supports the business in achieving revenue and profit goals
- Comfortable working in a fast paced, results-oriented environment
- Ability to work with remote customers and communicate using virtual communication tools
- Ability to manage deliverables across multiple projects and meet tight deadlines
- Develop a strong business and technical understanding of the inContact product family
- Technical Project Management experience leading implementations in a SaaS environment
- Proficiency in MS Office suite, including MS Visio (or other diagramming tool), and advanced MS Word, MS Excel and PowerPoint skills
