Program Manager Telephony/Contact Center

Job Description:

• Provides program leadership for assigned functional and cross-functional telephony program improvement efforts.
• Manages, assesses, and documents program improvement efforts and scope using standard templates
• Defines project scope, goals and deliverables that support business goals in collaboration with the management and other stakeholders.
• Develops new programs to support the strategic direction of the department.
• Manage Project Management Execution and Control: Define infrastructure project scope and objectives and develop detailed work plans, schedules, project estimates, resource plans and status reports. Conduct project meetings and produce meeting minutes and issues logs. Produce risk analysis and risk mitigation plans. Effectively build and manage project budgets.
• Managing vendors and other IT teams required by the projects for planning, design, and execution.
• Act as SME and program coordinator on all telephony related issues and work in collaboration with ECC, P&S, Marketing, Clinics, SHC IT, and UITS on experience delivery
• Act as single point of contact for all SHC phone number and feature function requests
• Inventory, catalog, and map all contact numbers and related call flows across SHC and its affiliates SHC (and those that are shared with University Operators)
• Meeting with stakeholders to make communication easy and transparent regarding program issues and decisions.
• Technical / Analytical Leadership: Recommend and take action to direct the analysis and solution of complex problems: examples include resource availability conflicts that jeopardize project budget and/or schedule expectations. Ensure proper technical procedures are followed
• Oversee and manage all telephony requests and projects involving new phone numbers, call flow, timing and rollout, and feature function analyses for the business.
• Drive phone number presentation and consistency across our SHC Digital footprint, presenting the 'Right Number at the Right Time' from a patient and physician experience standpoint
• Manages Telephony program design and structure to align with organizations' key initiatives and projects within the assigned group, develops strategic input for the Leadership team regarding business objectives of partners for both current and future projects.
• Prepares and maintains accurate, coherent, timely and auditable project records, as applicable, within department guidelines.

• Two to three years of progressively responsible and directly related work experience in Telephony (I.e., Cisco, Avaya, etc.)
• Formal training and certification in the system development life cycle and project management is preferred
• Hands-on experience with implementing Telecom/Telephony infrastructure and/or contact center projects

• Cisco Certifications for Telephony service installation, operations and troubleshooting is a plus PMP or PMP certification is a plus