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Enterprise Program Manager

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Date: Sep 7, 2022

Location: Remote, US Remote, US Remote, US

Company: Aspect Software Inc

Alvaria employs a team of passionate individuals who are changing the face of customer engagement.  Over our 40-year history we have empowered  employees by creating an inspired community that values Urgency, Accountability and Results.  Our ability to think big has enabled us to continually evolve and lead the market, and to stay on the forefront with exciting technologies including cloud, mobile and artificial intelligence.

 

Job Description

GENERAL SCOPE & SUMMARY 
•    Oversees the development and delivery of complex Alvaria (formerly Aspect Software or Noble Systems) solutions through consulting project activities for larger, more complex enterprise customer engagements.  Responsibilities span from project assignment through final invoicing for engagements requiring varied interpersonal and technical skills.
•    Sufficient technical abilities to review system architecture definition, hardware/software specifications, communicate issues and follow up on solutions in the CX, contact center, and WFM/WEM technologies.
•    Serve as the single point of contact for customers and senior level resources on all project related tasks and issues.  

PRIMARY ROLE & RESPONSIBILITIES
•    Accountable for the successful implementation and/or on-site deployment of professional services deliverables to our customers.  
•    Ability to coordinate with cross-organizational resources based on program requirements.   
•    Handle day-to-day activities and communication between customer and Alvaria personnel.   
•    Develop, maintain, and manage Microsoft Project plans, project budgets, and P&L using a variety of standard tools including Microsoft Office suite, SharePoint, SalesForce, and NetSuite
•    Overall accountability for achievement of project financial objectives – revenues, profitability (gross margin), in addition to submit accurate project revenue and expense forecasts as required.  
•    Coordinate and ensure timely project progress/milestone billings.   
•    Provide internal communication with managers and other departments, providing regular updates on project status, issues and opportunities where appropriate. 
•    Provide status reports and measurements throughout life of the project to management and executive management both internally and externally
•    Proactively identify and resolve project issues and facilitate the resolution process. 
•    Provide mentoring to junior members of the team. 
•    May assist with customers and pre-sales during the RFP process, broad architectural considerations, budgeting and project planning.

Qualifications

SPECIALIZED KNOWLEDGE & SKILLS
•    Experience managing application and software deployment projects 
•    Demonstrated competency in decision making and problem solving; resource management; conflict management; leadership; and planning, prioritizing and goal setting.  
•    Ability to communicate complex information to enterprise customers, internal resources, vendors, and partners at all organizational levels. 
•    Strong customer service and partnering skills. Professional demeanor to maintain and enhance relationships. 
•    Capability to work on extremely complex problems where analysis of situations or data is required.   
•    Must be able to work independently and/or as part of a wider project team and assume ultimate responsibility for customer satisfaction during the implementation process by thoroughly delivering installed and tested products.   
•    Ability to provide solutions that are highly creative and to exercise independent judgment in developing methods, techniques, and evaluation criteria for obtaining results.  
•    Apply specialized knowledge of Contact Center products; along with strong project management skills to define project scope, plans, schedules, and documentation  


EDUCATION AND/OR EXPERIENCE
•    Minimum 7 - 10 years of experience in enterprise customer program management in the CX, call/contact center, or WFM/WEM industry.
•    Bachelor's degree or equivalent work experience. 
•    Ability to pass a background check may also be required. Authorized to work in the USA. 
•    Skilled in the use of standard project management tools, such as Microsoft Project and Compass 
•    Functional use of MS Office; Word, Excel, and PowerPoint, and the ability to learn and utilize resource tools specific to Alvaria. 
•    Aspect Software or Noble Systems products knowledge a plus
•    Experience with Cloud computing (Rackspace, AWS, Google Cloud, Azure, etc.) a plus
 

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Alvaria is an equal opportunity/affirmative action employer with a strong commitment to diversity. In that spirit, we are particularly interested in receiving applications from a broad spectrum of people, including women, minorities, individuals with disabilities, veterans or any other legally protected group.


Nearest Major Market: Eugene