Consulting

Project Responsibilities

Project Scope

Scope of responsibility for the majority of the projects referenced included:

  • Solution architecture & design
  • Business process (re)engineering
  • Contractual development & negotiations
  • Project management
  • Relationship management
  • Training development & planning

When dealing with multi-media environments, some applications required implementation and integration of the complete range of communications technologies including:

  • Automatic call distribution (ACD) incl network/skill-based routing
  • Interactive voice response (IVR) incl voice recognition
  • Interactive web response (IWR) as extension of IVR
  • Queued-email Integration (inbound/outbound)
  • CRM/Workforce Management Integration
  • Computer Telephony Integration (CTI)
  • Voice/data network design & integration (incl VoIP and back office)
  • Integrated reporting design & development
  • Business resumption planning (BRP)

Project Responsibilites

Strategic/Tactical:  Throughout most project lifecycles, it was important to bring the full range of perspectives to managing events from both strategic and tactical (operational) vantage points.  This is a common result of having been directly involved in projects from inception to production.

Relationships & Expectations:  Managing relationships and expectations at all organizational levels throughout the lifecycle of an event is a critical aspect in managing a project and its implementation phases.  Due to the complexity of contact-centre components and diversity in design, it was a regular occurrence to be tasked with the overall responsibility for driving the project, including assuming coordination of all ancillary/third-party components and their respective project management teams. 

single point of contact

It was common to find oneself in the position of “primary point person” coordinating all project communications and reporting between:

  • Product vendor project management team(s)
  • Distributor/implementer project management team(s)
  • Application development project management team(s)
  • Voice/data service provider project management team(s)
  • Senior management levels (vendors/distributors)
  • IT department project management team (client)
  • Senior management levels (client)