Title: Contact Center Implementation Manager

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Location: Raleigh NC (Remote role)

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Duration: 12+ Months

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Pay rate: $50-55/hr all-inclusive

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Qualifications:

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Education:

• Bachelor’s degree in Information Technology, Healthcare Informatics, Business Administration, or a related field. Master’s degree preferred.
• Project Management Professional (PMP), Certified ScrumMaster (CSM), or ITIL certification is highly desirable.

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Experience:

• 5+ years of project management experience, preferably in healthcare IT or EHR implementations.
• Proven experience with ServiceNow ITSM platform implementation, including designing and optimizing workflows.
• Experience with CXone Cloud Contact Center or other call center/contact center solutions.
• Experience with EHR Change Management, including involvement with change management boards and the creation of change governance workflows.
• Strong understanding of EHR systems and their support/operational requirements.

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Skills:

• Strong project management skills, with the ability to manage complex, multi-phase projects from initiation through completion.
• Excellent knowledge of ITSM best practices and the ability to design effective helpdesk workflows using ServiceNow.
• Proficiency with CXone or similar cloud contact center platforms, including call flow design and integration with helpdesk systems.
• Strong understanding of EHR systems and healthcare IT environments, with experience managing change in compliance with HIPAA and HITECH.
• Exceptional communication and leadership skills, with the ability to engage and influence cross-functional teams and stakeholders.
• Analytical and problem-solving skills to assess system performance, troubleshoot issues, and drive continuous improvement.

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Working Conditions:

• Primarily office-based, with the potential for hybrid or remote work options based on project requirements.
• Occasional travel to healthcare facilities within the organization may be required.
• Availability for on-call support during critical project phases, go-live, or change implementation periods.