Contact Center Project Manager

The Project Manager leads the team through the project life cycle by establishing a plan that

maximises value to the stakeholders, ensuring the execution of that plan and tracking the

team’s performance against it. The project manager ensures that the project is optimised to

prioritise value within balanced constraints and manages expectations through changing

environments.

Primary Responsibilities:

• Define project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility and that reasonable commitments are made.
• Develop and maintain detailed project plans, schedules, and milestones to track progress, adapting plans as required.
• Organise project tasks and allocate resources, ensuring that projects are delivered ontime, within scope, and budget.
• Implement and maintain the project governance structure, ensuring alignment with organisational policies and standards.
• Manage changes to the project scope, schedule, and costs using appropriate change control processes and tools.
• Gather, evaluate, and apply project information to enhance decision-making and improve project outcomes.
• Manage project financials, including budgeting, forecasting, and financial reporting, ensuring alignment with business objectives.
• Implement and monitor quality assurance processes, ensuring project deliverables meet the required quality standards.
• Identify, manage, and mitigate project risks and resolve issues, maintaining a risk register and issue log.
• Engage, manage, and communicate effectively with customers and other stakeholders, managing their expectations throughout the project lifecycle.
• Identify, track, and realise project benefits, ensuring alignment with organisational strategy and customer expectations.
• Manage project handover, ensuring a smooth transition to operations, including training and support documentation

Essential Skills and Knowledge

• Proficient understanding of project management methodologies, tools, and techniques.
• Proficient organizational and time management skills, with the ability to manage multiple tasks concurrently.
• Proficiency in using project management software and tools, such as Microsoft Project or similar.
• Solid understanding of budgeting, financial reporting, and resource allocation.
• Adept problem-solving and decision-making skills.
• Effective written and verbal communication skills, with the ability to communicate complex information clearly and concisely.
• Ability to work effectively with cross-functional teams, encouraging collaboration and teamwork.
• Proficient leadership skills, with the ability to inspire and motivate team members.
• A sound knowledge and understanding of Orange products and solutions.

Education, Qualifications and Certifications

• Bachelor's degree in a related field, such as business, management or engineering.
• Professional Project Management and Agile certification (e.g. PMP, PMI-ACP, Scrum
• Master)
• 4 years+ experience working as a project manager
• Practical experience in delivering medium to high complexity Contact Center projects using Genesys/NICE InContact or other prevailing contact center platforms.
• Sound understanding of basic contact center terminologies, possessing basic knowledge of SIP trunk, SBC, Audio Codes, IVR Flow. Understanding of Digital Integrations will be preferred.
• Demonstrable experience in managing projects from initiation to completion.
• Language skills – Fluent English required, both spoken and written.