Contact Center Principal Consultant

What You’ll Be Doing...

• Perform complex service delivery and overarching program coordination for our Webex Calling Solution and its associated workstreams.
• Provide program-level coordination for the delivery of all services provided by the organization and our third-party professional services vendors, ensuring a predictable, consistent, and high-quality experience that follows industry best practices.
• Lead a team of individual project managers, such as Consulting Services Project Managers (CSPMs), who will report directly to you.
• Review the program holistically to drive project and program improvements, developing strategies and solutions that lead to client service excellence.
• Manage complex, large-scale user migrations across multiple global geographic regions and time zones.
• Assist and provide backup coverage for the Engagement Executive Manager across a multi-program environment.
• Oversee the implementation of advanced communication infrastructures, including Direct Routing, Operator Connect, Session Border Controllers (SBCs), SBCaaS, and regional E911 solutions.
• Manage custom development efforts through the entire lifecycle (Discovery, Design, Develop, SIT, UAT/QA, Staging, Go Live, and Burn-in) for Intelligent Routing (IR) and Interactive Voice Response (IVR) platforms.
• Direct Voice Security initiatives (VoIP Inbound Anti-fraud and Authentication and media forking) and drive contact center infrastructure build-outs.
• Implement proactive Change, Scope, and Schedule Management processes to minimize business risk, resolve conflicts, and integrate major milestones and dependencies.
• Execute comprehensive Risk, Issue, and Quality Management by evaluating quality parameters, performing quantitative and qualitative analysis, and establishing ongoing monitoring controls.
• Develop intelligent resource management, staffing forecast tools, and procurement strategies to prevent skill shortages and inter-project conflicts.
• Implement a structured communication strategy to deliver executive status reports, comprehensive financial data, and performance reporting.
• Deliver key administrative components, such as stakeholder contact lists, resource gap analyses, risk/issue/escalation logs, and High-Level Program Milestone and Dependency Schedules.

What We’re Looking For...

• Expert-level client relationship management, negotiation, and conflict resolution skills.
• In-depth understanding of program and project management principles and project lifecycle methodology.
• Experience leading diverse consulting engagements or complex customer transformations involving third-party vendors, internal personnel, and customer resources.
• Technical familiarity with solutions and platforms such as MS Teams, WebEx, AudioCodes, Empirix/Hammer, Pindrop, and SecureLogix.
• Excellent interpersonal, verbal, listening, and written communication skills.
• A self-motivated, self-starter mentality capable of developing resolutions independently.
• Ability to work well in a fast-paced, demanding environment with strong time-management and organizational skills.