Ahead Consulting is seeking a person to join our clients Voice Engineering and Deployment Delivery team within Japan.
This role is to primarily focus on upgrading Cisco (CUCM) Systems, Genesys, IVR (Concentrix), P&W(Sweet, WFM) and Verint Voice recording technologies within Call Centers as Technical Project Manager.
Provide end-to-end management/support to work with the PM (PMO) during requirement definition phase, within the Voice Services team on requirements gathering and analysis, through implementation/migration to post migration user acceptance testing and support. The candidate must have experience demonstrated experience leading a high profile project delivering some aspect of Call Center (Voice) and/or setup and migration Core CUCM IP Telephony services in a large scale organization.
Work closely with the PM (PMO) on constructing of detailed project plans and develop system designs / SoW (Scope-of-Work), technical system design and schedules using established standards and best practices (high level of documentation quality expected) both in Japanese and English
Proactively supports the PM (PM) on monitoring project tasks and deliverables (milestones and critical path dates), identifying and resolving issues and assessing variances
Gathers metrics, and develop reports to monitor and track the team’s project tasks/deliverables
Develops and maintain a productive working relationship with project sponsors, partners/vendors and key clients/stakeholders (end user business)
Works with all levels of staff and management to communicate overall project progress and results
Be of an escalation point for technical issues and/or queries for the PM, partners/vendors, and team members
Demonstrated ability to identify, understand, and communicate business needs for technical projects
Knowledge/ Experience of strong Voice technology (PBX, Voice Recording, IVR, Reporting(WFM,etc), Carrier Technologies, Voice over IP CTI etc)
To have knowledge of Cisco(CUCM) based Call Centers, including day to day technical issue escalations, long term planning and solution design, renewal/upgrade project.
To have knowledge of Call Center application and Genesys integration via CTI. i.e. CRM(+softphone), etc…
To have knowledge of Verint Voice recording with Call Centers, including day to day technical issues escalations, long term planning, solution design and , renewal/upgrade project..
In depth understanding and experience of the following technologies.
CUCM Call Center Solutions
Verint Voice Recording Solutions
Genesys(+IVR)/Call Center software
Avaya Call Center Solutions (useful)
Nice Voice Recording Solutions (useful)
Avaya/Call Center software. (useful)
Experience supporting call center voice solutions
Experience working on and managing complex voice projects
Experience of managing Voice hardware vendors, manufacturers and Carriers
Experience in IT is required (Call Center Infrastructure, Network tecnicical skill would be good to have.)
Interact with CUCM, Genesys and Verint distributors to convey organization’s requirements
Strong cost management skills including excellent ability with tools such as MS Excel, MS project, etc
Experience in understanding and communicating technical concepts to a non-technical audience
Ability to interact well with program leadership and senior management; strong presentation skills required
Managerial leadership skills, including the ability to mentor, coach and develop staff
Having excellent communication skills with a proven track record having an in-depth understanding of business strategy and ability to interact effectively with senior business stakeholders/managers
Provide input into the evaluation of vendor proposals
- English : Daily Conversation Level (TOEIC 475-730)
- Japanese : Daily Conversation Level
IT (Other) - Other
JPY 10,000,000 - 12,000,000
Asia Japan Tokyo
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