Project Manager

Summary of Role

We are seeking an experienced Project Manager to lead the delivery of Call Center, Contact Centre, and Telephony transformation projects. The successful candidate will have a strong background in Software Development Life Cycle (SDLC) project delivery, telephony platforms, contact centre technologies, and consulting engagements.

This role requires an individual who can engage with stakeholders at all levels, manage multiple workstreams, drive project execution, and ensure successful implementation of business and technology solutions.

Responsibilities

Project Delivery

• Lead end-to-end project delivery across the full SDLC lifecycle from requirements gathering through deployment and post-production support.
• Drive Agile, Waterfall, or Hybrid project methodologies as required.
• Be the trusted conduit between business and technical teams internal and external.
• Communicate with confidence to influence outcome at various stakeholder and forum levels.

• Develop and maintain project plans, schedules, RAID logs, budgets, and governance documentation.
• Provide an effective role in mitigating Risks & impediments impacting successful team completion of release, iteration goals or milestones.

• Manage project scope, timelines, resources, dependencies, and risks.
• Manage overall project budget and provide early detection of potential variation.

• Coordinate cross-functional teams including Business Analysts, Solution Architects, Developers, Engineers, Vendors, and Business Stakeholders.
• Be conversant in DevOps practices and understand strong relationship and bi-directional dependency required with deployment teams.

Call Center & Telephony Projects

• Manage implementation, migration, upgrade, and optimization projects related to Contact Center and Telephony platforms.

• Work closely with business stakeholders to improve customer service, workforce management, and contact centre operations.

• Oversee integration of telephony solutions with CRM, workforce management, reporting, and analytics platforms.

• Coordinate telephony vendors, service providers, and third-party partners.

Stakeholder & Consulting Engagement

• Facilitate workshops, discovery sessions, and business requirement gathering exercises.

• Provide consulting expertise and recommendations to clients on process improvements and technology solutions.

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

• Build strong relationships with internal and external clients.

Governance & SDLC

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

• Manage testing phases including SIT, UAT, and Production deployment activities.

• Drive issue resolution and mitigation plans throughout project lifecycles.

• Ensure project documentation is maintained and audit-ready.

Required Experience

• 8+ years of Project Management experience.

• Proven experience managing projects through the full SDLC lifecycle.

• Experience delivering Contact Center, Call Center, Customer Experience, or Telephony projects.

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

• Experience managing enterprise technology transformation projects.

• Experience working with vendors and third-party service providers.

Project Management & SDLC

• Agile / Scrum

• Waterfall

• Hybrid Delivery Models

• SDLC Governance

• Risk Management

• Change Management
• Escalation Management

• Business Process Improvement

Tools

• Azure DevOps

• Jira

• Confluence

• Microsoft Project

• Visio

• Microsoft Office Suite

Qualifications

• Bachelor's Degree in Information Technology, Computer Science, Engineering, Business, or related field.
• ITIL Service Management certification preferred.
• Advanced project / software development management experience.

• Project Management certification preferred:

• PMP

• PRINCE2
• PMBOK

• Agile Certified Practitioner (PMI-ACP)

• Scrum Master Certification

Preferred Experience

• Consulting experience within consulting organizations.

• Experience within a vendor environment.
• Experience managing cloud contact centre migrations.

• Experience in Banking, Telecommunications, Financial Services, Insurance, or Customer Operations environments.

• Experience managing distributed and global teams.

Key Competencies

• Excellent communication skills both written and verbal.
• Stakeholder Management at all levels.

• Executive Communication.

• Leadership & Team Management.

• Problem Solving.

• Negotiation & Influencing Skills.
• The ability to push back in a way that will not discourage or upset the business.

• Vendor Management.

• Strategic Thinking.
• Strong aptitude towards coaching and mentoring junior team members.

• Customer-Centric Mindset.

• Decision Making.

• Risk & Issue Management.
• Conflict Resolution.

Ideal Candidate Profile

The ideal candidate combines strong Project Management and SDLC delivery expertise with hands-on experience in Call Center and Telephony environments, while bringing a consulting mindset capable of advising stakeholders, managing complex transformations, and driving successful project outcomes from inception to delivery close out.