Project Manager - Unified Customer Communications Service
Contract (8 - 9 months)
With the Unified Customer Communications project, we will upgrade the current Aspect phone system, Syntellect IVR, Etalk Qfinity call recording, Brightware email, Virtual Hold, contact server (CTI), Crystal Reports server, and Outbound Dialer with the Interactive Intelligence solution. Also taking place as part of this effort will be integration between the new system and existing Application and Infrastructure.
Business Objectives
The overall UCC initiative (Phases 1 & 2) is expected to accomplish several business objectives:
Replace the Aspect phone system, Syntellect IVR, Etalk Qfinity call recording, Brightware email, Virtual Hold, and Outbound Dialer (Compass, reporting analytics Call monitoring with a fully integrated, all in one, unified platform. (Specific scope and requirements are a deliverable of Phase 1)
Successfully convert to the new technologies in all impacted areas of the enterprise in a well-thought out phased approach over the course of 4Q 2011/1Q, 2012; resulting in less than 1% increase inbound contact rate into our contact center(s)
Comply with security requirements, best practices and red flag rules .
Accomplish with lowest possible impact on our staff.
Coordinate the entire effort with related departments and initiatives.
The primary business objectives of Phase 1 of this project are as follows:
Position the organization for an Interactive Intelligence CIC migration.
Identify any infrastructure changes necessary to become Interactive Intelligence CIC ready.
Understand and document the current business processes, risks, and needs as they relate to the development of an effective Interactive Intelligence CIC solution that will replace the current Aspect infrastructure.
Build Business/Technical requirements documentation that indicates the requirements that will be satisfied through the implementation project.
Understand the detailed project plans for both phase 1 and phase 2
Understand the detailed project financial analysis as it relates to phase 1 and phase 2 including ongoing operational costs
Provide a finalized scope of work for the implementation and support service
Scope
The following items will be addressed in the scope of this project.
PHASE 1: ASSESSMENT PHASE
The project scope for this initial involvement (Phase One) incorporates interface and system design, planning and estimating for build and conversion activities associated with the new, UCC solution that will ultimately replace the current Aspect phone system, Syntellect IVR, Etalk Qfinity call recording, Brightware email, Virtual Hold, contact server (CTI), Crystal Reports server, and Outbound Dialer. Project Management
o Project Planning
o Project Kick-off Meeting
o Phase 1 Project Planning and tracking
o Phase 2 Project plan and financial model
Current State Inventory
o Gather and document Pre-Requisite Information
o Current State
o Future State Infrastructure Review
o Physical review
o Network & Voice review
o Server integration review Mid-Level Requirements Assessment
o Confirm architecture & licensing.
o Review Scope & Construct Goals (Features/Functions).
o Identify Pre-Requisites & Risks based on Infrastructure Review.
o Finalize Bill of Material.
o Deliver Infrastructure Review, Bill of Material, Scope & Goals. Low-Level Requirements Assessment.
o Organize a schedule of groups for Requirements Gathering Workshops.
o Schedule & Perform Requirements Gathering Workshops
o Construct Business Requirements
o Recommend Call Flow changes
o IVR/Email Interface
o User Experience Design
o Requirements for development and training environment
o Perform final review of Business Requirements & Call Flow changes
o Build Final Statement of Work Conversion Plan
o Detailed Conversion Plan Training/Communications Plan
o Detailed Training/Communications Plan Assessment and Implementation Financial Model
o Detailed Financial Model and tracking for Both Phase 1 and 2
o Phase 2 detailed work plan The project manager:
will work closely with all project stakeholders to identify all required project tasks, responsibilities and timeframes.
will provide detailed task descriptions directly into the project plan for any task deemed in need of further definition.
will follow the overall project management approach as outlined in the Customer Services PMO. Expectations and approach for project management include (but are not limited to) the following:
Create a detailed work plan for Phase 1 to then inform a detailed work plan for Phase 2 as a Phase 1 deliverable
Assign tasks to team members based on skills and experience of each team member.
Define checkpoints and quality control measures.
Provide tools and templates to team.
Provide mentoring and feedback to team members as needed.
Manage the creation of necessary SIRS. (our Technical Lead shall assist)
Publish status report on a schedule agreed upon with the Project Sponsor.
Facilitate update meetings.
Create Change Requests as needed.
Update the Issues Log as needed.
Update the Budget, Schedule and Scope, as needed.
Work our Change Management resources into the project plan throughout the project.
Conduct Periodic checkpoints with task owners to review work in progress.
Utilize the PMO to assess the quality of the project with a Project Quality Assessment (PQA).
Communicate deliverable status and approvals to team members and stakeholders.
Monitor the project tasks, resources, assignments, effort and timeframes documented within the project plan.
Identify and assess variances in the project's actual hours and completion dates, as well as the remaining hours and anticipated completion dates.
Use the Issues Log to monitor and document project issues.
Use the Risk Assessment to manage project risks.
Manage project scope and any changes with a formal Change Request.
Re-Baseline project plan as required with an agreed upon change in the project scope.
Follow an established Project Quality Control Plan Checklist.
Document issues, risks or other items requiring action in the correct tool:
o Issues Log
o Risk Assessment & Management Plan
o Project Quality Control Plan Checklist
Develop and execute Project Communication Plan
Escalate issues and risks.
Conduct meetings and presentations.
Obtain sponsor sign-off on work packages, if necessary.
Identify relevant software licensure requirements.
Participate in PQA interviews and final read-out and adjustment of project management practices according to any PQA findings The lead project manager is expected to document and track all project issues, progress leading up towards resolution, the resolution, and how it was resolved. Any tasks or requirements needed for the resolution are documented and integrated into the overall project plan. The lead project manager is expected to assign issues with due dates in collaboration with our team through proactive communication The lead project manager works to ensure that no silos exist between all project activities including all aspects of development. The lead project manager is expected to ensure project communication across all aspects of the project.
Requirements:
Able to lead and drive project results to strategic vision and execution
Develop partnerships and abilities to navigate across business and technical landscapes
Strong communication skills to effectively articulate issues, challenges, alternatives
with various audiences with varying degree of insight and detail
Strong problem-solving skills to include quickly identifying risks/issues; present and articulate to project team and stakeholders in a clear and understandable manner by laying out alternatives to tackling the problems enabling key decision-makers the required information to make an informed decision.
Oversee and manage through effective people skills individuals on the project teams as well as interested key stakeholders/senior leadership including helping others through change management
Actively empowers team and members in decision-making process and escalates appropriately and timely
Strong organizational skills utilizing project management software in development of work plans and activities detailed at a resource and task level
Fully understands and utilizes various project management methodologies and has experience partnering with project management office (PMO) in adhering to our PMO standards and practices to include (not all inclusive) status reporting, change requests, project closure, meeting facilitation and meeting minutes and documentation
Willingness to be involved and execute on recommendations resulting from Project Management Quality Assessments/Audits
Experience with working through Supply Chain practices and standards as it relates to creation and development of documents (ie statement of work) and managing contracts and vendor relationships
Oversee and manage day-to-day project activities
Anticipates and effectively communicates upcoming activities/work plan tasks Schedule:
The length of the engagement for this project is anticipated to be through the end of the project or June, 2011 to sometime 1Q, 2012 (approximately 8-9 months). Deliverables will include:
Successful build and implementation of UCC solution meeting all of the business objectives outlined previously.
Completed detailed work plan items and tasks as well as ensured delivery and acceptance of all deliverables stated within other vendor statement of work orders tied to UCC project
Supporting documentation tied to UCC project received, accepted and filed on We
Energies secured network
Phase 2 project plan (meets criteria outlined above) presented to our core team (updated weekly) |