IVR Project ManagerManages and coordinates the delivery of IVR MAC requests, projects, and testing for both new and MAC applications. In this capacity, project manager works as the liaison between the customer, TPV, and client. Performs as the critical liaison between the customer, client and TPV for the delivery of IVR upgrades.Key Focus Areas:Tracking Change Requests- IVRRegular meetings with stakeholdersMaintaining Action Item RegisterReviewing and Approving MACD’s submitted by TPVECC/SharedRunning IVR CCBIVR Major Upgrades:Review changelogHelp develop test plan based on changelog and bug backlogReview and update Project PlanAssign TFNs for testingCoordinate with TPVAssist with testingAssist with loadLog defectsOperational Support:Assist as escalation point/SME, and perform troubleshooting for IVR trouble tickets (application layer, not necessarily platform)Ensure forward progress on IVR ticketsPMOCreates and analyzes IVR-related project plans, assessing issues, risk, opportunities and potential impact on meeting program goals and objectives.Monitors milestones and critical dates and resolves scheduling issues.Serves as the team leader coordinating the activities of client and vendor personnel assigned on a project or task-force basis.Coordinates personnel activity with related client and vendor management.
Makes assignments, monitors progress and provides continuing guidance.Identifies elements of risk in an IVR MACD or project, analyzes and prioritizes risk and assesses potential project impact.Leads or facilitates to plan and communicate mitigation efforts.Note:Hybrid Schedule days to be determined.