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  • Project Manager  | USA-CO-Lakewood  |  | 18-JUN-21 
    This position is responsible for managing and leading the successful deployment and operation of the Amazon Connect cloud contact center solution. 
    
General Responsibilities include:
    
·         Comfortable and experienced leading large call center impacting projects in a large, matrixed organization.
    
·         Responsible for configuration, training, and organizational change management to ensure the call center teams’ successful adoption and maintenance of the Amazon Connect platform.
    
·         Utilization of the DOR PMO framework to support the reporting, management and communication standards of the organization. 
    
·         Ability to encourage a positive culture with a focus on constant improvement.
    
·         Drive recommendations for future call center improvements based upon experience and best practices to encourage best in class performance.
    
·         Deliver an improvement roadmap to help maximize the potential of the Amazon Connect platform to drive down On Hold metric and others. 
    
·         Serve as a primary point of contact with the Office of Information Technology during the implementation to coordinate aspects of the project.
    
 

    Qualifications

    Qualifications:
    
Work Experience:
    
·         Experience with  call center technology and understanding of the systems and key processes that drive a positive customer experience.
    
·         Comfortable leading large teams in a remote working environment. 
    
·         Extensive experience leading organizational change efforts
    
Education/Training/ Licenses/Certifications:
    
·         Bachelor’s degree from an accredited college or relevant work experience