Technical Program Manager with NICE tool // REMOTE Position

Greetings,

 

We have the below requirement with our Client. Kindly go through the JD below and let me know your interest.

 

 

Position: Technical Program Manager with NICE tool

Location: SFO, CA [Remote]

Client: Square INC

 

No OPT/CPT/H1-T

 

Passport Number Must for H1/H4-EAD/L2-EAD

 

 

Requirement: 

Client is looking for a Technical Program Manager who can help drive projects and initiatives around their Workforce Management (WFM) tool, NICE. A high-level description of the R&R and qualifications is below. 

 

Responsibilities

• Responsible for overseeing and managing the execution of technical programs and ensures project teams adhere to timelines, project plans, and Square quality standards.
• Facilitate project kickoffs
• Own the development of 1 pgr/BRD/ PRD documents for each major project.
• Responsible for developing and maintaining project plans & RAID log.
• Responsible for updating broader CRM roadmap with NICE initiatives and milestones.
• Responsible for driving alignment and signoff with business stakeholders and tech partners on requirements, solutions design, LOE, and timelines.
• Collaborate with cross functional teams to ensure people with the necessary skills and expertise are allocated to support project execution.
• Facilitate solution ideation with tech partners.
• Facilitate UAT: identify testers & create test scripts .
• Primary escalation points for project team
• Identifies risks, dependencies, and action items (RAID Log), and manages mitigation plans to reduce risks and remove blockers.

 

Key Collaborators:

• CRM Team: CRM Product Manager (overall accountable for roadmap), NICE BSA (Business Systems Analyst)
• Customer Success (CS) Business Stakeholders: WFM team, CS Analytics team, Global Program and Infra management team, 3p vendor manager
• Various other technical teams who own integrated systems (MuleSoft, Amazon Connect, etc.)

 

Qualifications:

• BS in Information Systems, Computer Science, or other relevant degree
• 5+ years of experience managing large cross-functional programs at a fast-paced, high-growth company.
• General knowledge and experience of Call Center / BPO operations and workflows 
• Experience in how to summarize complex internal needs across the company.
• Experience with project management methodologies to manage timelines.
• Experience with agile-scrum methodologies for sprint execution
• [Nice to Have] Experience with NICE WFM, CXOne, or other similar Workforce Management Applications
• Impeccable customer success mindset and communication skills

 

 

Thanks & Regards

Srujan Burra

Email: srujan@sourcemantra.com

Source Mantra Inc | www.sourcemantra.com

295 Durham Ave, Suite # 201, South Plainfield, NJ 07080