Job Summary
Responsible for planning and delivering Customer Experience Systems initiatives on time, within budget, and with minimal disruption to customers and the contact center. Leads integrated planning, scheduling, risk and issue management, vendor coordination, and status reporting across AEP teams and delivery partners. Keeps leaders informed and decisions moving so complex, multi-team efforts land successfully. Decisions are guided by policies, procedures, business plans, and enterprise project management standards.
Job Description
The Senior IT Project Manager leads day-to-day delivery of the Genesys Cloud CX migration, including the move of contact center reporting. The role builds and manages the integrated plan across AEP teams and Genesys delivery teams, plans migration waves and cutovers around call volume and service levels, and keeps scope, schedule, budget, risks, and decisions visible to leadership.
Essential Job Functions & Tasks
Genesys Cloud CX Migration
- Build and manage the integrated migration plan, including scope, milestones, dependencies, resources, and budget across AEP teams and Genesys delivery teams.
- Plan migration waves and cutovers around call volume, service levels, and operational commitments in partnership with Contact Center Operations.
- Lead risk, issue, change, and decision management, and escalate early when schedule, scope, or quality is at risk.
- Coordinate requirements, build, testing, and readiness activities so they stay in sync across teams.
- Track vendor deliverables, milestones, and acceptance in partnership with procurement and Customer Experience Systems leads.
Contact Center Reporting Migration
- Plan and track the migration of contact center reports and dashboards, including dependencies on data and reporting teams.
- Coordinate reporting cutover and legacy report retirement so leaders keep the visibility they need.
Governance and Communication
- Run project governance, working sessions, and status reporting for leadership and stakeholders.
- Maintain clear records of decisions, risks, actions, and changes.
- Prepare concise updates on progress, risks, and needed decisions for Technology and Customer Operations leaders.
Contact Center Technology Roadmap
- Support planning, sequencing, and estimating for future Customer Experience Systems initiatives.
- Establish reusable delivery practices, plan templates, and lessons learned that speed up future efforts.
Gigawatt AI Portfolio Support
- Support planning and coordination of AI-enabled initiatives that connect to the contact center, including pilots and production rollouts.
- Manage cross-team dependencies between contact center platforms and Gigawatt teams.