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Technical Project Manager

Upstream Works

This is a Contract position in Vaughan, ON posted June 12, 2019.

Technical Project Manager VAUGHAN, ON PROFESSIONAL SERVICES FULL TIME You are a trusted advisor, who cultivates relationships with customers while delivering solutions that provide exceptional customer experiences.

You’re able to convey technical information and overcome deployment obstacles in a way that encourages best practices and increases delivery of value and satisfaction for both partners and customers.

We are Upstream Works, a Cisco preferred solutions partner, and we provide software technology for customer care in the rapidly changing social, mobile and omnichannel world of the contact center.

Our goal is to be the number one agent desktop solutions provider and we are well on our way.

We are currently looking for an incredibly capable and passionate individual to join our team as a Technical Project Manager.

Position Summary: Reporting to the Director of Professional Services, the Technical Project Manager will be part of a team that deploys Upstream Works’ solutions to its customers across the world.

You will play a key role in the design, configuration, customization and delivery of Omnichannel Contact Center solutions to contact centers ranging in size from 50 to 5000 agents.

You set the standard for execution and you will jump through hoops, and bend over backwards to ensure every implementation results in a happy, profitable customer experience.

You are seeking a piece of the glory a chance to work for a growing company and actively influence how we build out on our strategy.

What you’ll do: Provide project leadership and support to project team members, functional managers, external customer and third-party vendors Work with project team members to respond to, and as appropriate, resolve or escalate project risks Facilitate interdepartmental project communications, both verbally and through electronic means Ensure individual project conformance with overall company objectives Ensuring on-time and on-budget delivery of all projects under your leadership Work with project team members to ensure that all initiatives have clear success criteria and an execution plan (including resources) Work with Professional Services management to confirm and negotiate resource assignment according to current business priority Manage customer expectations in terms of schedule, cost, scope and quality Communicate and negotiate technical solutions with business users Evaluate and track change requests using defined change management process and identify opportunities for additional revenue Communicate timely project status updates to the management team and clients as appropriate Responsible for creating, or monitoring the creation of, project artifacts including: High level solution design, project definitions through requirements documentation Technical documentation including technical functional specifications, release/deployment plans, rollback plans, etc.

Creating project artifacts such as, schedules, issue logs and risk mitigation plans.

Tracking of project tasks, including resource assignment, estimation and status Provide leadership for production release activities, including impact/risk assessment, resource allocation/co-ordination, and sponsor/business communication Administration of Project Management tools, including Microsoft Project and JIRA Here’s how your Project Management, technical and communication skills come into play: Minimum of 2 years ‘self-managed’ or project leader role Minimum of 3 years of external client project implementations in an enterprise software/ services-based organization University Degree from a recognized university Project implementation experience on large/ enterprise applications Strong interpersonal skills (including conflict management and negotiation) Must be able to clearly explain technical issues and constraints to non-technical people both in verbal and written communications Must have excellent written and oral communication skills, and be able to speak comfortably to a variety of audiences at operational and executive levels Experience working with off-site project team members is an asset Previous experience as a software developer or business analyst is an asset Project management or lead experience on telecom or contact center projects is an asset Preference will be given to those candidates with a demonstrated technical background in a computer science discipline as well as some practical experience in telecom Experience with Project Management tools such as Microsoft Project (or similar), as well as defect management software is an asset Must be legally eligible to work in Canada Who are we?

At Upstream Works, we eliminate the causes of headaches by deploying products and services for corporate and enterprise contact centers.

We help solve tough problems by integrating software and using analytics to improve efficiency.

We are proud to say we can do this in the fastest time in the industry.

We are a group of modest, dedicated, hard-working, family-friendly, close-knit people who enjoy seasonal parties, family and friend picnics, and a culture of making the extra effort to do what we say we will, and make sure it benefits all of us.

Oh, and axe throwing; sometimes we put dangerous weapons in the hands of our employees and no one gets hurt And because we are lean, everyone has the opportunity to make decisions, affect changes and see results right away.

You can directly drive the success of the company.

At Upstream Works, we live and work by our culture of collaboration, delivery and respect for each other.

When we hand out business cards to our friends and peers, they say: Faciemus Quae Dicimus we do what we say.

Check us out on Facebook, LinkedIn and Twitter We’re located at 7777 Weston Road, Woodbridge, ON.

The office is easily accessible by car or transit (both TTC and York Regional Transit) with free onsite parking and a quick walk from the new TTC Vaughan Metropolitan Centre subway station.

Upstream Works welcomes and encourages applications from people with disabilities.

Accommodations are available on request for candidates taking part in all aspects of the selection process.