Delivery Program Manager

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Requirements:

• Minimum of 5-7 years in an Implementation (Professional Services), Project Management or Technical Consulting position - Call Center industry experience is highly desired.
• Heavy experience with managing multiple projects across multiple customers simultaneously while requiring little or no oversight and/or direction.
• Experience managing implementations of Five9, TDM and/or VoIP Call Center solutions (Genesys, Avaya, Cisco, Aspect, LiveOps, Contactual, InContact, Interactive Intelligence and/or CosmoCom) is highly desired.
• Strong knowledge of CRM and Lead Management solutions (Salesforce, Siebel, NetSuite, RightNow, Leads360 and/or LeadMailbox) is desired.
• Must be willing to travel up to 10% or as needed regionally with some national and international travel possible (valid passport required).
• Excellent verbal and written skills required.
• BA/BS or equivalent experience is required.
• PMP or PRINCE2 Certification preferred.

Responsibilities:

• Lead and manage all day-to-day operational and tactical aspects of multiple Implementation projects.
• Effectively communicate plans, progress and status updates to both internal staff and customer stakeholders.
• Collaborate with associated project managers and partners to ensure a streamlined implementation of all products.
• Identify project risks and implement appropriate mitigation plans.
• Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization.
• Maintain and update all internal applications associated with implementation projects.
• Articulate the value of Five9’s Professional Services through presentations, demonstrations and open discussion with customers.