Our client, a leading financial company, is hiring a Technical Transformation Manager on a contract basis
Job ID #: 83312
Work Location: Remote
Summary:
-
The Service and Contact Center Technical Transformation Manager will lead the strategic assessment and redesign a service operating model to enhance performance, streamline processes, optimize people and governance, and facilitate modernization towards future-state Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS) solutions.
-
This role involves managing the transformation project lifecycle, collaborating with stakeholders to gather requirements, design future state models, and ensuring effective change enablement and vendor onboarding.
-
The manager will work closely with cross-functional teams to prepare detailed implementation schedules and drive successful modernization initiatives.
Key Responsibilities:
-
Assess the current service operating model to identify strengths, gaps, and improvement opportunities.
-
Develop and implement a strategic plan for designing future-state service models aligned with transformation goals and business strategy.
-
Lead high-level phone tree and process mapping to prepare for CCaaS/UCaaS modernization.
-
Collaborate on the requirements gathering process and prioritize essential business and operational requirements for future-state solutions.
-
Establish governance structures and guide stakeholder change strategy to facilitate smooth transitions.
-
Manage project timelines, deliverables, and communications to ensure a successful implementation of modernization plans.
-
Coach and lead the team to successful execution of the engagement priorities and deliverables. (provide hands-on management/review of the work materials and supporting the team)
-
Act as the primary liaison between various stakeholders, ensuring consistent and effective communication throughout the project lifecycle.
-
Support project management and change enablement activities, including vendor onboarding and preparing integrated implementation plans.
Skills:
-
Experience conducting project assessing the layers of the operating model (service delivery, people, process, tech, data, governance)
-
Experience having written and managed requirements gathering for detailed business requirements
-
Familiarity with contact center technologies and modern cloud-based solutions like CCaaS/UCaaS.
-
Strong analytical skills with the ability to assess complex service environments and drive strategic improvements. Expertise in project management, including planning, execution, monitoring, and controlling complex projects.
-
Excellent communication skills, capable of collaborating with technical and non-technical stakeholders at various levels.
-
Leadership skills with experience guiding cross-functional teams through transformation initiatives.
-
Adaptability to manage and prioritize multiple tasks within a dynamic work environment.
-
Proficiency in process mapping and requirements gathering techniques.
Key Requirements:
-
Proven experience in managing service transformation projects or contact center technical modernization initiatives.
-
Experience with project management tools
-
Demonstrated expertise in developing and implementing change management strategies.
-
Strong knowledge of vendor management and onboarding practices.
-
Exceptional problem-solving skills and the ability to work independently and as part of a team.
Pay Range: $137-138