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Position Type: Hybrid
Hybrid Schedule: Onsite 1st day orientation AND 1 week per month if needed
Contract Length: Long-term with annual extensions
Position Overview:
This role serves as a senior IT Project Management professional responsible for planning, executing, and delivering complex, cross-functional technology initiatives across enterprise platforms and systems. The position drives end-to-end project lifecycle execution, stakeholder alignment, governance, and successful delivery of software, infrastructure, and contact center–related solutions.
Required Skills:
7+ years of recent hands-on project management experience delivering IT projects of varying size, scope, and complexity.
5+ years of experience planning and executing a back office systems, including cutover and go-live activities.
Demonstrated strong program and project management capabilities with solid technical acumen and the ability to collaborate effectively with cross-functional stakeholders.
Expert proficiency in managing project scope, schedule, quality, communications, vendors, resources, change control, and system integration.
Strong understanding of PMBOK project management standards and best practices.
Working knowledge of ITIL/ITSM processes, including Incident Management, Problem Management, Change Management, Release Management, and Configuration Management.
Hands-on experience delivering projects using Agile frameworks such as SCRUM and SAFe.
Proven experience implementing contact center and telephony solutions, payment platforms, and middleware/integration technologies.
Experience developing and validating test scripts, supporting QA cycles, and overseeing User Acceptance Testing (UAT).
Bachelor’s degree in Information Technology, Information Systems, Business Management, or a related field.
Duties:
Serve as a core member of the IT Project Management Office supporting enterprise-wide initiatives.
Plan, execute, and deliver complex IT projects spanning software development, enterprise architecture, infrastructure, contact center platforms, and enterprise toolsets.
Manage projects through the full PMBOK-aligned lifecycle, including initiating, planning, executing, monitoring/controlling, and closing.
Define project scope; gather, analyze, and refine business and technical requirements; and ensure alignment to organizational objectives.
Develop and maintain project schedules, work plans, roadmaps, RAID logs, communication plans, and quality frameworks using PMBOK, ITIL, SCRUM, and SAFe practices.
Coordinate cross-functional internal teams, contractors, system integrators, and vendors to meet milestones and contractual deliverables.
Prepare and maintain comprehensive project documentation such as meeting minutes, status reports, business process plans, test scripts, and change control artifacts.
Identify, assess, and manage project risks, issues, dependencies, and impacts across interconnected technical and business environments.
Lead governance forums, steering committees, and stakeholder working sessions to support decision-making, transparency, and alignment.
Oversee implementation and integration of contact center solutions, telephony/IVR systems, middleware, payment platforms, PCI-compliant workflows, and third-party integrations.
Collaborate with infrastructure and security teams to ensure alignment with architectural standards, security controls, and regulatory requirements.
Plan and execute go-live and cutover activities, including readiness assessments, deployment execution, stabilization, QA, testing, and operational transition.
Fully document all deliverables, including technical and functional designs, diagrams, test plans, impact analyses, lessons learned, and best-practice documentation in required formats and templates.
Build and maintain strong working relationships with technology teams, business owners, project sponsors, vendors, and key stakeholders.
Lead and participate in project team activities supporting enterprise system enhancements and implementations.
Work independently to manage assignments, priorities, and deliverables.
Adhere to all organizational standards, policies, procedures, and governance requirements.
Utilize enterprise project management, collaboration, and technology tools to perform job responsibilities.
Perform additional duties related to the role as assigned.
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