Aria Solutions Careers

Position Title: Project Manager (Intermediate/Senior)
Department: Client Delivery
Location: Canada, USA

Company Overview
Aria Solutions Inc. is an industry leader in orchestrating Customer Care interaction and operation. We help companies to develop customer interaction strategies and implement complex Computer Telephony Integration (CTI), Interactive Voice Response (IVR), Speech-Recognition, Desktop Screen-Pop / Soft-Phone applications, Workforce Management, and real-time and historical reporting systems. Our offices are located in Calgary, Canada and Dallas, USA, with customer base throughout North America.

Position Overview
Aria Solutions is looking to hire dynamic, hard working individuals to join our team in delivering Contact Center solutions throughout North America. Preference will be given to individual located in Vancouver, Canada and Seattle, USA. The role of Project Manger will be responsible for managing our internal and client-based projects, beginning with the Discovery Phase and Project Planning, through to project completion and a successful sign-off from the client. The Project Manager will ensure requirements are defined and documented; specifications / design documents are completed and delivered. Raise change requests to the Client as required, identify resources for project execution, coordinate requirements gathering effort, and compile status reporting among the project team members to the Client. The Project Manager will also identify impacted areas due to scope change and ensure that an appropriate Change Control Process is followed and all documentation reflects approved change requests. In addition, the Project Manager will also be responsible for Account Management at the client site – interacting with the client’s senior management, and helping the client to discover and evaluate future opportunities.
The successful candidate should have experience in managing multiple/concurrent, mid to large size projects, and can be located anywhere within North America. Preference will be given to individual with Contact Center as well as Genesys implementation experiences.

This is an excellent opportunity for candidates who have the ability and desire to work on multiple projects in different environments. The successful candidate will also have the opportunity to contribute and take pride in the continuous success of our Client Delivery team.

Responsibilities
• Manage large and complex projects
• Manage multiple smaller projects simultaneously as required
• Working closely with Client and Partner Project Managers to drive project progress and goal alignment. Develop and maintain Client and Partner relationships
• Creating and maintaining Project Plans. Manage project timeline and budget. Approve project resources’ time-sheets and expenses
• Participate in internal project status review and resourcing meetings
• Participate in Sales teams weekly to strategize future potential opportunities with existing clients
• Handle and resolve project and resourcing issue escalation
• Masterful in managing project scope and risk mitigation
• Managing client expectations, and obtaining milestone and project sign-off in a timely manner
• Conducting lessons learned reviews with client as appropriate and internally
• Support and coach Client Delivery Team members
• Participation in pre-sales and RFP processes
• Working to enhance and expand the Aria project delivery process

Keys Qualifications
• 5+ years of Project Management experience in managing mid to large projects
• Experience managing multiple concurrent projects with multiple project resources
• Ability to work in team environments and communicate well with the project team and the client team at various levels
• Solid experience in Vendor management.
• Strong interpersonal skills and customer facing skills
• Ability to present yourself well to the customer. Experience in presenting to large audience.
• Ability to coach and influence personnel
• Ability to convey difficult news to demanding clients while keeping control
• Experience with MS Project
• Ability to adapt to different project environments quickly
• Must be able to work with minimal supervision
• Excellent oral and written communication skills
• Strong analytical and problem solving skills
• Ability to travel for project engagements (up to 75%)
• Eligible to work in Canada and the United States

Desire Skills/Experiences/Credentials
• Degree (B.Comm., B.Sc., B.A. / Econ., MBA, etc.)
• PMP Certification
• Experience in managing Genesys or telecommunication implementation projects
• Background in managing projects in multiple industries (Financial, Utilities, Health, etc.)
• Knowledge of Genesys Framework and Suite
• Strong consulting skills
• Ability to adapt to change quickly and seek opportunities for growth and improvement
• Ability to work well under pressure and produce results, under the constraint of time and budget
• Ability to plan, organize and prioritize own time while accomplishing tasks in a cost effective manner
• Motivated self-starter
• Basic computer programming background
• Contact center experience

Please send your resume and cover letter to jobs@ariasolutions.com and quote “Project Manager” in the subject line. PDF or MS Word formats only.

We appreciate you taking the time to apply with us. Only applicants being considered for interviews will be contacted. Thank you.