Project Manager

We are seeking an experienced Contact Center Project Manager with a strong background in IVR development and contact center technologies. The ideal candidate will manage the end-to-end execution of contact center projects, including interactive voice response (IVR) systems, ensuring alignment with business objectives and optimizing customer experience. You will be responsible for managing project timelines, budgets, resources, and risks while collaborating with cross-functional teams.

𝗞𝗲𝘆 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀:

• Project Planning & Execution

• IVR Development Oversight

• Stakeholder Management

• Cross-functional Team Management

• Timeline and Budget Management

• Risk Management

• Process Improvement.

• Reporting & Documentation

• Vendor Coordination

𝗤𝘂𝗮𝗹𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻𝘀:

• Bachelor’s degree in Business, IT, or a related field. Master’s degree or PMP certification is a plus.

• Minimum of 5 years of project management experience, with at least 8 years of experience in IVR implementation.

• Proven experience with end-to-end project lifecycle management, including initiation, planning, execution, monitoring, and closure.

• Proven experience with contact centre platforms such as Avaya, Cisco, Genesys, Google CCAI, AWS connect or similar.

• Strong understanding of contact center technologies, IVR systems, ACD, CRM tools.

• Excellent organizational, communication, and leadership skills.

• Ability to manage multiple projects simultaneously and prioritize tasks effectively.

• Proficiency in project management tools (e.g., Microsoft Project, Jira, Trello).

• Strong problem-solving skills and attention to detail.

𝗣𝗿𝗲𝗳𝗲𝗿𝗿𝗲𝗱 𝗦𝗸𝗶𝗹𝗹𝘀:

• Certification in PMP, PRINCE2, or Agile methodologies.

• Experience with IVR integration with CRM systems and other contact center platforms.

• Familiarity with emerging contact center technologies and trends.