Responsible for the delivery of a mixture of CCaaS (Genesys PureConnect, Genesys Cloud, NICE CXOne), Monitoring & Compliance, and Wordwatch (Call Recording Management Solution) enterprise projects.• Lead on reviewing and changing the onboarding process for new employees across the company• Collaborate with pre-sales team to enhance Statements of Work and pre-sales to Delivery transition for all Product portfolio• Plan with Technical teams to create Prerequisite Requirements (including architecture design, VM server specifications, Storage and Telephony (including setup of DDIs and SIP Trunks))• Collaborate with cross-functional teams at various stages of the project to ensure a smooth transition and minimal impact on operations• Liaise with experts when working with specific clients, i.e., banking, defence and adhere to FCA, Security and GDPR regulations• Managing all aspects of delivery from Kick-off to BAU in a controlled manner, while managing client expectations, resource challenges, and monitoring of project Risks & Issues Log• Review RFPs and Quotes and provide PMO perspective input• Provide guidance to client on CCaaS Training Pathway

Responsible for delivery of Fixed Price and Offshore Development Engagements, with day-to-day liaison with UK clients and the NashTech Vietnam team.

Developing and delivering programme plan for client through delivery of effective fraud-stopping solutions. Ensuring seamless product technical integration as well as employment of call centre architecture/call traffic SIP and time-division multiplexing protocols through solution planning.• Ensuring successful delivery through the project lifecycle. Including requirements gathering, building teams, creating plans, risk & issue mitigation, reporting, stakeholder management, UAT, and project close• Preparing detail project and quality plans for complex projects, providing regular and accurate reports on progress against plan to stakeholders, providing detailed and robust reports• Adapting to changing requirements, re-prioritising and changing course as necessary, supporting the team in making any necessary changes. Ensure team’s decisions are made with consideration of the short and long-term impact on key stakeholders• Developing and maintaining strategic partnerships with major global carriers/partners (BT, AT&T, CenturyLink, and Genesys) for cloud deployment and business expansion• Increasing opportunities for efficiency through alignment of technical deliveries across the business portfolio to save cost and time - increasing capacity. Maintaining team engagement / commitment and developing potential against a backdrop of high-pressure customer facing deliveries

Delivering strategic direction to programme management and consulting team as well as monitoring performance and continuously achieved project deliverables.• Ensuring a seamless stream of information throughout the organisation by producing and maintaining project documentation including project mandate, project initiation document, project plan, RAIDs, and SOWs. Streamlining the entire project operation including administrative duties, budget management, and SOW approvals in the absence of manager• Developing communications, generating buy-in to functional meetings and defining a clear process for suppliers and technical teams within the organisation; fortifying quick-win benefits realisation • Managing internal and external stakeholders and developing engagement & communication plans, defining key messages & communications channels through regular meetings and status reporting• Working closely with developers and end users to identify quick wins applying relative estimating to reflect software complexity - building positive momentum, maintaining technical compatibility, and ensuring user satisfaction. Identifying options for potential solutions and assessing for technical and business suitability

Held accountability for the successful deployment of CXP, Aspect Workforce Management and Aspect Quality Management application projects.Managed the full project life cycle from, defining business cases, project planning, relaying project updates, executing deliverables and resolving any issues.Facilitating requirements gathering workshops to create functional design specifications. Application development for Aspect Unified IP.

Providing support to facilitate the effective delivery of development projects relating to the Admissions Systems. Responsible for systems analysis, design, development and maintenance as well as testing, debugging and documenting software developed both internally and externally. Reviewing current Course Registration and the Enquiries web applications to identify areas for improvement. Ensuring accuracy and attention to detail when creating technical design specifications for application development whilst also documenting GUI design standards.

• Utilising MS Access and VBA to design, develop and implement the Business Transformation Reporting database and a Risk & Issues database.