Technical Lead - Support Line Enhancement Project

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Vancouver, BC


Healthcare - IT





Title: Technical Lead - Support Line Enhancement Project
Job ID: KM56215930

Our client has initiated a project that will secure an enhanced, efficient support/call centre network which reduces duplication, is responsive to call demand, and provides an evidence-based approach to the provision of support, information, referral, and emergency intervention services.

We are seeking a full-time Technical Lead to engage with our client’s leadership (as well as other key stakeholders) to develop and implement a plan to introduce improved technology to support the project initiatives. Components of the technology enhancements will include (but are not limited to): Hardware upgrades, Call-centre technology (for VOIP call routing), Client information systems (e.g., iCarol), Back-end infrastructure (e.g., databases, analytics, etc.), Interoperability with other modalities (e.g., chat, text, etc.)

Your previous experience with planning/implementation related to call centre technology and associated client information systems is considered an asset.

Duties and Responsibilities:
  • Works with the Project Team to define, manage and document project business requirements.
  • Reviews project documentation, and develops a scope of work for each of the following technology workstreams, complete with a budget and timeline.
  • Defines and manages the technology project scope, identifies work plans for solution delivery through to project close-out across the various technology workstreams
  • Identifies supporting technologies to successfully define and manage the technology enhancements scope, and plan for a coordinated solution delivery through to project close-out across the various technology work streams.
  • Prepares project plans for various technology enhancement activities related to the project; establishes and manages resources required to deliver services.

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