Technical Program Manager – BPO/ITES

Remote

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Uniphore
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Posted 1 week ago

Uniphore, the leader in Conversational AI, is looking for a Technical Program Manager – BPO/ITES with Contact Center technology experience and 15-18 years of experience in account management, professional services, consulting or other direct customer facing/engagement roles for large enterprise customers. In this role, you will be responsible for customer projects ensuring that the project objectives, customer acceptance criteria and internal performance metrics are achieved. You will work with clients to understand their business challenges and formulate business problems. Remote work with travel to customer sites 50% of time.

Responsibilities:

  • Successful completion of customer projects ensuring that the project objectives, customer acceptance criteria and internal performance metrics are achieved
  • Work with clients to understand their business challenges and formulate business problems - travel to client locations, as per the requirements, for scoping, reviews, workshops etc.
  • Develop, clarify and manage the scope of the project, defining project deliverables and achieving targeted outcomes
  • Need to have a strong technical background on the contact centre technologies and should be able to handle all techno functional queries of the customer
  • Should be able to articulate the current product offering as against the technology stack of the customer, should be able to handle the end to end discussions including leading the discussions on infrastructure, APIs, integration, voice loggers, IVR etc.
  • Collaborate with stakeholders to derive functional and non-functional requirements
  • Design analytical solution to client's problems, prepare technical documents, identify data requirements, deliver results in a time-bound fashion in collaboration with direct and indirect teams
  • Identify and manage overall project dependencies and ensure project deliverables stay on-time, on-target, and on budget through the management of project metrics
  • Contribute to best practices, methodologies, processes, tools etc. which will enable a consistent and efficient service delivery of Uniphore Products to customers
  • Leading teams and individuals towards project timelines and identify issues and mitigate risks while providing an excellent customer experience and a common objective.                                                                                                 
  • Managing internal and external stakeholders, subcontractor partners and project team members and ensuring the accuracy of project data in internal tools and systems
  • Present results to senior management through insightful recommendations
  • Recognize and resolve project issues and institute appropriate next steps, as well as developing client relationships
  • Lead and/or direct projects/programs, build and deliver program status presentations
  • Travel to Customer locations as and when necessary, engaging with Customer teams and ensuring their involvement through the project
  • Client relationship management: Build deep client relationship, network & be a thought partner. Anticipate business problems & deliver par excellence
  • Key KPIs – NPS, Project Timelines, effort, margin, risks management, customer dependencies, escalations management

Career Experience & Qualifications:

  • 15-18 years of experience in account management, professional services, consulting or other direct customer facing/engagement roles for large enterprise customers.
  • Professional PM certification plausible PMP, PRINCE2, ITIL, Agile, SCRUM or equivalent
  • Solid experience on process controls, quality metrics, LEAN, six sigma, etc.
  • Experience of working on contact centre technologies
  • Should be able to handle multiple projects at any given time
  • Possess strong foundation and understanding on data analysis
  • Demonstrate strong analytical and storytelling skills and the ability to present results/output in business language
  • Knowledge of software tools are required (e.g. MSOffice, statistics packages, etc.)
  • Demonstrated understanding of Project Management processes, strategies and methods
  • Experience mentoring, coaching and developing rising talent in the technology department
  • Excellent time management and organizational skills and experience establishing guidelines in these areas for others
  • Strong sense of personal accountability regarding decision-making
  • Experience working in a high-level collaborative environment and promoting a teamwork mentality
  • Managerial experience applying analytical thinking and problem-solving skills
  • Ability to predict challenges and seek to proactively head-off obstacles
  • Strong written and verbal skills including presentation and social abilities
  • Ability to handle multiple tasks and work toward long-term goals
  • Demonstrated excellent communications skills, both written and spoken, as well as being able to explain complex technical concepts
  • Travel approximately 50% of the time

Uniphore is a global Conversational AI technology company with offices in the U.S., India and Singapore. Uniphore believes the future of customer service is every voice being truly heard. The Company’s vision is to bridge the gap between people and machines through voice. Uniphore enables businesses globally to deliver transformational customer service by providing a platform of Conversational Analytics, Conversational Assistant and Conversational Security that changes the way enterprises engage their consumers, build loyalty and realize efficiencies.
Uniphore is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics. For more information on how Uniphore delivers business value using Conversational Service Automation, please visit www.uniphore.com
Job tags: Account Management AI APIs Coaching Customer service Data Analysis ITIL KPIs Mentoring Project Management Quality metrics Scrum Security Statistics
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