IT Project Manager

About Us

Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high-potential career growth with a fast-growing company.

Our Core Values:

• Integrity - Do what's right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect
• Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement
• Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate
• Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission: To create conditions within which people can thrive

We are looking for an IT Project Manager who will be responsible for the following:

Duties and Responsibilities:

• FPS IT Project Manager has over 10 years of experience deploying contact center technologies including CCaaS, CRM, BI platform, Chatbot, etc. This resource manages complex client IT projects so thoroughly that they will earn the trust and confidence of the business stakeholders.
• Responsibilities include the following:
• Understand the pieces of the entire CX tech stack (CCaaS, CRM, BI platform, Conversational AI,etc.)
• Lead implementations of FPS technical solutions (i.e. Roleplay AI, Q-AI, chatbot, etc.)
• Manage multiple client implementation projects at various stages
• Conduct client kickoff meeting
• Perform discovery and gather client business requirements from stakeholders
• Establish project governance and stakeholder communication plan
• Construct and maintain the detailed IT project plan based on the Enterprise goals
• Incorporate each workstream's tasks into the overall project plan
• Schedule regular meetings with stakeholders to coordinate activities and track progress
• Manage technical workstreams separately (i.e. CCaaS, CRM) from the broader project team for focused attention on their tasks and challenges
• Update project status reports and highlight risks to leadership, using analytical and problem-solving skills to proactively discuss trade-offs
• Hold key resources accountable for their deliverables and deadlines with the right level of credibility and empathy
• Maintain an action register and issues tracker, and ensure clear commitments are made by the necessary stakeholders/owners (who will do exactly what by when)
• Facilitate product training for Client Success and Client team in collaboration with Operations training
• Set client expectations and escalate issues internally when necessary
• Collect user feedback and create backlog tickets for Product team to review
• Liaison between Client, Training, QA, Engineering, Product, and Client Success teams
• Establish project success criteria/metrics and monitor throughout the project
• Handoff steady state solution (~60 days post go-live) to Client Success team
• On Project closure, summarize the value delivered to the client from the project based on the project success criteria/metrics.