Project Manager (Contact Centre Technology)

Contract
Toronto
Posted 1 month ago

Project Manager (Contact Centre Technology)

Project: Deployment of contact centre technology

Industry: Education

Term: The work is estimated to take up to approximately twenty-four (24) months

Background

The client will consolidate transactional services currently delivered into a single service delivery entity, with a customer-facing contact centre and a back-of-house transactions processing hub. The client requires a suite of enabling technologies to receive, triage and deliver services requested by the community efficiently and effectively. This includes a single point of contact for clients

  • (website),
  • entry channels (i.e. phone, email, self-service portal, legacy systems), and
  • enabling solutions for request management, internal communications, document storage, automated workflows, single source of truth for data and dashboard reporting and analytics.

Requirements

These tasks can be categorized into two subprojects:

  1. Deployment of Contact Centre technology
  2. Deployment of IT Enablers

This includes work to:

    1. Refine the desired state client experience and workflows for services offered
    2. Assess the ability for technology to deliver the desired state client experience
    3. Assess the cost and potential benefits of technology identified for deployment
    4. Assess the feasibility and work required to implement new technology
    5. Identity dependencies that exist amongst systems to properly sequence technology deployment
    6. Establish relationships with key stakeholders that require consultation to inform the plan, design, build, testing and deployment of technology
    7. Document and plan the initial program of work to implement technology
    8. Coordinate with teams within IT to deliver work and implement required technologies
    9. Provide regular progress updates on recent activity, milestones, and engagements
    10. Comply to client’s policies, procedures, and guidelines

Scope of Work

Deployment of Contact Centre Technology

This project includes the stand-up and configuration of technology required for a contact centre. The contact centre will act as the single common entry point for staff to easily find and access transactional services delivered. The contact centre will include a self-service portal where the community can submit inquiries, incidents and service requests and access general information on services and a central phone line.

The contact centre will receive informational requests (e.g. self-service support, request for information or records, technical expert advice) or transactional request (e.g. lodging of information, service restoration, service provision) and ensure that requests are seamlessly prioritized and executed by the relevant area. The progress of requests will be tracked from submission to resolution for clients, with the opportunity to provide feedback at resolution.

The scope of work to stand-up and configure the technology required for a contact centre includes, but is not limited to:

  • Website: Stand-up a WordPress website to act as a single point of contact for inquiries, service requests and incidents identified by the community.
  • Entry Channels: Update current activity entry channels (i.e. phone, email, online forms, self-service portals) to new entry channels using the website where clients can access the phone line, email, legacy systems and the enterprise ticketing solution’s self-service portal.
  • Establish a telephony/Interactive Voice Response (IVR) technology solution that allows inbound calls to be distributed to the proper front-of-house helpdesk or transactional service delivery team. The telephony solution should also provide metrics on call volume and duration statistics and caller information to better understand our clients.
  • Ticketing Solution: Deploy an ITSM solution for activities transitioning into the client that have not yet adopted ticketing practices. The ITSM solution will allow service providers to classify, prioritize, schedule, assign, execute, resolve, and close tickets in a standardized manner.
  • Identity Access Management (IAM): Update the identity access management tool when new activities are onboarded onto the ITSM solution to set proper access controls and security provisions that keep private information secure.
  • On-board services to the contact centre: Decommission email inboxes and hotlines, transfer knowledge, and build ticketing management workflow within the enterprise ticketing solution. Services to onboarded include (but are not limited to): Accounts Payable, Expense Reimbursement, General Accounting, Payroll & Employee Records, Facilities Services Work Control Centre, Facilities Services Finance, Pension & Benefits, and Day-to-Day Procurement.
  • Establish a communication and collaboration platform for staff to utilize service delivery documentation, collaborate on tickets, and stay connected on other business-related initiatives.
  • Acquire hardware for staff: The team will require hardware including, but not limited to, headsets, phones, computers, monitors and other required hardware to support transactional efficiencies and enable the desired client experience.
  • Establish access control groups: The enterprise ticketing solution, communication platform and other software within the Technology Stack will require access control groups to be setup for staff to protect secure information and focus service delivery efforts.
  • Client policies & procedures and IT enterprise architecture: Ensure the deployment of contact centre technology is compliant with policies and procedures and the IT enterprise architecture.

Tools requiring support with:

  • Website
  • Entry channels (phone line, shared email, online form)
  • Telephony Solution
  • Enterprise Ticketing Solution (self-service portal, incident management, etc.)
  • Identity Access Management software
  • Communication and collaboration platform
  • Hardware (headset, computer, etc.)

Deployment of Data Infrastructure

This project includes the deployment of software intended to establish and automate a data collection process for real-time operational reporting. The contact centre will include a central data repository where data from legacy systems, the enterprise ticketing solution, and other data sources can be accessed at a single point of contact. The central data repository will feed the analytics solution that will be used to generate and regularly update operational dashboards for activities. This data collection process will be enabled using an integration tool and automation tool to eliminate process waste and support real-time reporting.

The scope of work to stand-up and configure the IT enablers that will support the contact centre includes, but is not limited to:

  • Establish data lake: Deploy a data lake that will store unstructured data pulled from multiple data sources including, but not limited to, the enterprise ticketing solution, legacy systems and other data sources.
  • Deploy an analytics solution: Embed an analytics solution (Power BI) that can be used to create, update and report upon operational dashboards for each activity and function.
  • Establish data lake integrations & Automation: Establish integration from legacy systems (i.e. PeopleSoft, Maximo, Concur, E-Reports, etc.), the enterprise ticketing solution, and other data sources to the data lake to establish a single point of contact for data. Establish integration from data lake to the analytics solution (Power BI) to simplify and automate operational dashboard reporting.
  • Establish access control groups: The data lake and analytics solution will require access control groups to be setup for staff to protect secure data and communicate dashboards to the proper audience.
  • Client policies & procedures and IT enterprise architecture: Ensure the deployment of contact centre technology is compliant with policies and procedures and the IT enterprise architecture.

Tools requiring support with:

  • Legacy Systems
  • Data Lake
  • Analytics Solution
  • Integration tool
  • Automation tool

 Assumptions

It is assumed that:

  • Once appointed, the Project Manager will work with the project team to clarify and finalize the scope of work
  • Elements such as prioritization, categorization and sequencing can be unique with each sub-project, however dependencies across subprojects must be considered through the project.
  • The Project Manager will rely on established governance structures to provide guidance and support on key decisions that arise in execution of both projects.

Job URL: https://01millennium.com/jobs/cct-project-manager

Millennium Consulting: http://www.01mc.com

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