Hybrid/Local Govt Contact Center PM with Avaya, Cisco, Genesys, Five9, NICE InContact experience

Job ID: FL-

PR402521-R60992 (911091207)3P

Hybrid/Local Govt Contact Center PM with Avaya, Cisco, Genesys, Five9, NICE InContact experience

Location: Tallahassee, FL DCF
Duration: 12 months

Minimum Required KSAs:
1. 4-year college degree or relevant education and experience.
5+ years of experience leading and managing large scale efforts in current Contact Center
technology such as Avaya, Cisco, Genesys, Five9 or NICE InContact.
3. 5+ years of experience leading and managing Contact Center projects involving large scale efforts in
state Government.
4. 5+ years of experience leading and managing Contact Center projects involving large scale efforts in
current Contact Center technology such as Avaya, Cisco, Genesys, Five9 or NICE InContact.
(Preferred)
5. Highly motivated and shows initiative.
6. Exceptional organization and time management skills.
7. Ability to effectively prioritize and execute tasks in a fast paced, high velocity, environment; ability
to stay focused on responsibilities, meet deadlines and manage competing priorities under
pressure.
8. Ability to drive effective meetings: workshops, design, and problem-solving sessions.
9. Able to scale, apply, and adapt project management methodologies and frameworks.
10. Manage all project documentation.
11. Demonstrate and apply strong problem solving, analytical and conflict management skills.
12. Ability to present ideas in business friendly and user-friendly language; demonstrated aptitude for
working with, supporting, and communicating with users and customers.

2.3 General Knowledge, Skills and Abilities (KSAs)
The submitted candidate(s) must be able to apply common knowledge, skills, and abilities in the following
areas:
1. Communication: Able to clearly convey information, in both written and verbal formats, to individuals or
groups in a wide variety of settings (i.e.; project team meetings, management presentations, etc.). Must
have the ability to effectively listen and process information provided by others.
2. Customer Service: Works well with clients and customers (i.e.; business office, public, or other agencies).
Able to assess the needs of the customer, provide information or assistance to satisfy expectations or
resolve a problem.
3. Decision Making: Makes sound, well-informed, and objective decisions.
4. Flexibility: Is open to change, new processes (or process improvement), and new information. Has the
ability to adapt in response to new information, changing conditions, or unexpected obstacles. Ability to
receive and give constructive criticism and maintain effective work relationships with others.
5. Interpersonal: Shows friendliness, courtesy, understanding, and politeness to others.
6. Leadership: Motivates, encourages, and challenges others. Is able to adapt leadership styles in a variety
of situations.
7. Problem Solving: Able to identify, evaluate, and use sound judgement to generate and evaluate
alternative actions, and make recommendations as accordingly.
8. Team Building: Encourages, inspires, and guides others toward accomplishing the common goal.

2.3 Education and Certifications :
Education: Bachelor’s or Master’s Degree in Business Administration, Management or Analytics, or other
related field (Preferred)
Certifications: PMP Certification is Required.

Candidate-References.docx

F-Resume-Self-Certification-Form.docx

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