Strategic Contact Center Implementation Lead for Enterprise-Wide Transformation

2 days ago

Toronto, Ontario, Canada S.i. Systems Full time

About the Role

S.i. Systems is seeking a highly experienced Strategic Contact Center Implementation Lead to support and advise on a large contact center solution implementation project from initiation to go-live.

The successful candidate will have a proven track record of working in enterprise-wide contact center initiatives with over 20,000 employees and have experience managing projects with 3,500+ contact center agents.

Key Responsibilities:

  • Develop and maintain detailed project plans that align with best practices and are reviewed and approved by the Project Authority for all work areas, including timelines, resources, and risk management.
  • Identify potential project risks and develop mitigation strategies to address them, ensuring the project stays on track.
  • Maintain open communication with project stakeholders, providing regular updates on project progress within the realm of project management.
  • Mature the project's change process to manage changes to the project scope and timeline, ensuring they are documented and communicated to stakeholders.
  • Work closely with the SI to develop and implement quality assurance processes, identifying and resolving any quality issues that arise during the project.
  • Support the development of employee engagement strategies, communicating changes, managing resistance, and providing information and support to ensure team success.
  • Collaborate with the SI to manage changes to the project scope, ensuring they are properly documented and communicated to all relevant stakeholders.

Requirements:

  • Proven experience in enterprise-wide contact center initiatives with over 20,000 employees.
  • Experience managing projects with 3,500+ contact center agents.
  • Valid enhanced reliability clearance.

What We Offer:

A competitive salary of $120,000 - $150,000 per year, commensurate with experience, plus benefits and opportunities for growth and professional development.

About S.i. Systems

We are a leading provider of technology solutions and services, dedicated to helping our clients achieve their business goals through innovative and effective solutions.

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