Senior Manager, Call Center Services

Summary: Technical Project Manager supports transition/migration from an on-premise retiring IVR system to a Cloud-based Contact Center as a Service (CCaaS) solution This position will work closely with Federal Managers, Federal PM, Subject Matter Experts, Sr. Engineers, and Service Desk technicians on system planning, design, deployment, integration and ongoing enhancement.

Location: Washington, DC Metropolitan Area or Remote (Work from Home - Eastern Hours)

Education/Experience:

12 years experience leading matrix resources: architects, engineers, project managers and third parties
• 10 years of Contact Center solution experience are required
• Project Management related certification is preferred.
• US Citizenship or Green Card holder is required
• Ability to obtain public trust clearance

Requirements:

• Ability to manage 7+ team members in a matrixed, fast-moving environment while maintaining team focus, productivity, and delivery.
• Manage the system Service Desk, staffing, rotation schedules, and ServiceNow tickets.
• Experience leading senior technical resources, working together on strategy, technical solutions and customer needs.

• Requires deep level knowledge of telephony and contact center applications and platforms such as Avaya, Cisco, Genesys, TalkDesk, NICE CX, AWS Connect, etc. Advanced working knowledge of telephony solutions and system architectures.
• Highly experienced with Cloud-based Contact Center As A Service (CCaaS) with various system integrations, solution planning, implementation and operational maintenance, which is tightly integrated with Verizon SIP Trunks, Cisco Telephony Equipment, Cloud or on-premise CRM applications, SQL Server Database and Cloud Data Warehouse.
• Deep understanding in call center/telephony data and backend monitoring and reporting tools.
• Expert in the Call Flow development environment.
• Strong client facing consulting skills.

Experience in Agile development methodology .

A good working knowledge on JIRA.

The ability to run through the lifecycle of a project from planning, scheduling, testing, implementation, to completion, continuing on to O & M.

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world's leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can't be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we're keeping people around the world safe and secure.