At Mitel, you will have the opportunity to help businesses connect, collaborate and provide better experiences for our customers. You will deliver valuable contributions in creating business success within our global organization utilizing your unique attributes, skills and experience.
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Overview:
A Project Manager oversees the planning, execution, and completion of projects, ensuring they are delivered on time, within budget, and to the required quality standards.
The Project Manager (Technical) works to determine and manage project scope and timelines, identify and manage risks and dependencies, drive issues to resolution, schedule and facilitate meetings, provide status updates at the determined cadence and ensure an outstanding onboarding experience for telecommunications system installations.
The position also plays a key role for our Onboarding organization, working cohesively with our team to design, develop, and execute end user configurations and call routing for small to medium sized customers. This role requires ongoing interaction with internal and external parties and is essential to ensure the seamless delivery of services while delivering a world-class customer experience. The position will not have budgeting or supervisory responsibilities, however, will be held to forecast accuracy within 10% on a quarter over quarter basis.
Responsibilities:
Manage projects in accordance with contractual time, cost and quality requirements
Work with customers to identify requirements, project planning, evaluation and overall customer support
Responsible for scheduling and management of resources and delegation of tasks
Provide and execute on a detailed onboarding plan with customers
Set and meet critical onboarding deadlines with customers
Work on telecommunications system installations; typically for business in the SMB space.
Update and maintain internal customer record data base with all the information on customer orders for onboarding coordination and billing purposes
Working with clients to gather information and set up porting from their existing carriers, and develop secondary port solutions
Develop and implement call flow design to meet customer’s requirements
Ensure that call-flow programming and QA is completed leading up to customer go-live
Maintain an in‐depth understanding of Mitel’s capabilities, services and business impact points to effectively communicate within Mitel and to clients
Provide assistance to internal and external customers on how to use Mitel services/features
Conduct a post-deployment debriefing meeting with the customer to ensure the deployment has met all the customers expectation
Ensure custom solutions are documented for the Mitel Customer Success Team and Support teams, and ready to accept accountability for the customer after successful implementation
Resource for team members who work on other projects that may need additional assistance.
Follow project management guidelines and procedures to attain individual and team wide Net Promoter Score.
Requirements:
Experience in telecommunications and call-flow
Experience with porting telephone numbers
Basic networking knowledge
Must possess excellent computer skills including spreadsheet knowledge, and word processing. Windows based software and Excel required. Experience in Microsoft Word, Excel, PowerPoint, and MS Project preferred
Exceptional interpersonal skills, excellent written and verbal communications skills
Naturally inclined to exceed expectations and provide outstanding customer service (both internally and externally)
Be passionate about your work and maintain a calm demeanor in difficult situations
Excellent organizational skills
Attention to detail
Additional Skills (Advantageous):
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Mitel is committed to achieving workforce diversity and creating an inclusive working environment. Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills and experiences, and welcome applications from all sections of the community.
