Act as primary liaison between client stakeholders, onsite team, and offshore India team to ensure seamless communication, requirement gathering, and project alignment in the onsite-offshore model.
Lead migration planning from Call Center CRM (voice-focused) to Contact Center CRM (omnichannel: voice, chat, email, social), including gap analysis, data mapping, configuration, testing, and go-live.
Coordinate daily stand-ups, status updates, issue resolution, and feedback loops; manage expectations, risks, and escalations to drive timely delivery.
Facilitate client workshops for requirements, UAT, and training; ensure compliance with credit union regulations (e.g., data security, financial services standards).
Monitor project timelines, budgets, and KPIs (e.g., CX metrics like resolution time, CSAT); report progress via tools like Jira, MS Teams, or Dynamics dashboards.
Support offshore team with US time zone overlap for real-time collaboration, knowledge transfer on credit union domain, and customization for customer experience enhancements.

Microsoft Dynamics CRM

Key skills