Project Manager - Contact Center Solutions

Key Responsibilities:

• Lead end-to-end project delivery for contact center solution implementations, including AI-enabled features.
• Collaborate with clients to understand business requirements and translate them into actionable project plans.
• Manage project scope, timelines, budgets, and resources to ensure successful delivery.
• Coordinate with internal teams (technical, product, support) and external vendors to align on deliverables.
• Monitor project risks and issues, and implement mitigation strategies.
• Ensure compliance with contractual obligations and quality standards.
• Prepare and present regular project updates to stakeholders and senior management.

Qualifications:

• Minimum 5 years of project management experience in IT, telecom, or contact center domains.
• Proven track record of delivering complex, multi-stakeholder projects on time and within budget.
• Strong understanding of contact center technologies (e.g., Genesys, Avaya, Huawei, etc.).
• Knowledge in Omnichannel technologies (e.g., WhatsApp, WeChat, Facebook Messenger, etc.).
• Knowledge in AI applications for customer service.
• Excellent communication, leadership, and problem-solving skills.
• PMP, PRINCE2, or equivalent certification is a plus.
• Experience working in agile or hybrid project environments.

Bonus Skills:

• Familiarity with cloud infrastructure platforms such as Microsoft Azure, Amazon Web Services (AWS), Google Cloud Platform (GCP).

• Experience in deploying or managing cloud-based contact center solutions.