Project Manager – Contact Centre, Telephony & Technology Transformation

Role Overview

An experienced Project Manager is required to lead the delivery of Contact Centre, Call Centre and Telephony transformation projects. The role will be responsible for end-to-end project delivery across the Software Development Life Cycle (SDLC), including requirements gathering, implementation, testing, deployment and post-production support.

The successful candidate will manage complex technology projects, coordinate cross-functional teams, engage with senior stakeholders and oversee vendors and third-party service providers.

Key Responsibilities

Project Delivery

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  Lead end-to-end projects across the full SDLC.

  
  


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  Manage Agile, Waterfall and Hybrid delivery methodologies.

  
  


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  Develop and maintain project plans, schedules, budgets, RAID logs and governance documentation.

  
  


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  Manage project scope, timelines, resources, dependencies, risks and issues.

  
  


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  Monitor project budgets and identify potential cost variations.

  
  


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  Coordinate Business Analysts, Solution Architects, Developers, Engineers, Vendors and Business Stakeholders.

  
  


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  Manage risks, impediments, escalations and project dependencies.

  
  


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  Work closely with deployment and DevOps teams throughout the delivery lifecycle.

  
  

Contact Centre & Telephony

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  Manage Contact Centre, Call Centre and Telephony implementation, migration, upgrade and optimisation projects.

  
  


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  Support initiatives focused on customer service, workforce management and contact centre operations.

  
  


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  Oversee integration between telephony platforms, CRM, workforce management, reporting and analytics solutions.

  
  


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  Manage telephony vendors, service providers and third-party partners.

  
  

Stakeholder & Consulting Engagement

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  Facilitate workshops, discovery sessions and requirements-gathering activities.

  
  


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  Engage with business and technical stakeholders at all levels.

  
  


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  Provide technology and process recommendations within consulting or client-facing environments.

  
  


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  Present project status, risks, issues and key decisions to senior and executive stakeholders.

  
  


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  Manage relationships with internal and external clients.

  
  

Governance & SDLC

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  Ensure adherence to SDLC, project governance, change management and quality assurance processes.

  
  


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  Coordinate SIT, UAT and production deployment activities.

  
  


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  Drive issue resolution and mitigation plans.

  
  


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  Maintain accurate, complete and audit-ready project documentation.

  
  

Required Experience

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  Minimum 8 years' Project Management experience.

  
  


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  Proven experience delivering projects across the full SDLC.

  
  


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  Experience in Contact Centre, Call Centre, Customer Experience or Telephony projects.

  
  


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  Experience managing enterprise technology transformation projects.

  
  


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  Consulting experience within a consulting firm, system integrator, professional services environment or client-facing advisory role.

  
  


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  Experience managing vendors and third-party service providers.

  
  


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  Experience coordinating multiple workstreams and cross-functional teams.

  
  

Technical & Delivery Skills

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  Agile / Scrum

  
  


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  Waterfall

  
  


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  Hybrid delivery models

  
  


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  SDLC governance

  
  


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  Risk and issue management

  
  


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  Change management

  
  


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  Escalation management

  
  


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  Business process improvement

  
  


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  DevOps awareness

  
  

Tools

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  Azure DevOps

  
  


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  Jira

  
  


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  Confluence

  
  


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  Microsoft Project

  
  


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  Visio

  
  


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  Microsoft Office Suite

  
  

Qualifications & Certifications

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  Bachelor's Degree in Information Technology, Computer Science, Engineering, Business, or a related field.

  
  


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  ITIL certification is advantageous.

  
  


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  Project Management certification is advantageous, including:

  
  
  
  
  
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    PMP

    
    
  
  
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    PRINCE2

    
    
  
  
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    PMBOK

    
    
  
  
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    PMI-ACP

    
    
  
  
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    Scrum Master certification

    
    
  
  
  
  

Preferred Experience

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  Consulting or professional services experience.

  
  


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  Experience working within a technology vendor environment.

  
  


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  Cloud Contact Centre migration experience.

  
  


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  Experience within Banking, Telecommunications, Financial Services, Insurance or Customer Operations.

  
  


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  Experience managing distributed or global teams.

  
  


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  Enterprise-scale technology transformation experience.

  
  

Key Competencies

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  Stakeholder management

  
  


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  Executive communication

  
  


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  Leadership and team management

  
  


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  Problem solving

  
  


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  Negotiation and influencing

  
  


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  Vendor management

  
  


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  Strategic thinking

  
  


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  Decision making

  
  


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  Risk and issue management

  
  


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  Conflict resolution

  
  


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  Coaching and mentoring

  
  


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  Customer-focused delivery

  
  


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  Ability to challenge and influence stakeholders constructively

  
  

Ideal Candidate Profile

The successful candidate will combine strong Project Management and SDLC delivery experience with practical experience across Contact Centre, Call Centre and Telephony environments.

Experience within a consulting, professional services, system integrator or technology vendor environment, together with enterprise technology transformation experience, will be advantageous.

The role requires an individual capable of managing complex delivery environments, coordinating technical and business teams, engaging senior stakeholders and driving projects from initiation through implementation and close-out.