Project Manager - Business & IT Rollout

Job Overview:

Rollout Project Manager is responsible for managing the tasks required to coordinate the configuration, testing and deployment of the various CAC aftersales support solutions into the specified international markets. The MBRDI Project Manager will ensure that project milestones are met, and defined scope maintained while coordinating across stakeholders in multiple geographies.

Tasks & Responsibilities

• Manage the specified tasks assigned by the CAC program lead/Epic Owner
• Maintain project momentum by steering project team members to meet task deadlines
• Coordinate with internal stakeholders across different time zones
• Identify, track, and mitigate risks and issues on specified tasks throughout the project lifecycle
• Facilitate regular project updates with CAC lead
• Ensure documentation is maintained in alignment with internal governance standards

Technical Skills

• Strong understanding of call center IT systems (e.g. Sirius SalesForce, GenesysCloud) and business processes
• Familiarity with project management tools (e.g. MS Project, Atlassian Jira and Confluence)
• Knowledge of project management frameworks (e.g. hybrid approaches)

Core Skills

• Proficiency in project management tools (JIRA, MS Project, Confluence, or similar) with experience in Agile/Waterfall delivery methods.
• Excellent ability to communicate in English both verbally and written.
• Strong knowledge of telephony, CTI, CRM, IVR, chatbots, workforce management, and omnichannel platforms.
• Exposure to multi-site call center rollouts and Experience in cloud-based systems (e.g., Genesys, Avaya, Cisco, Amazon Connect, Five9).
• Familiarity with call center KPIs (AHT, FCR, CSAT, NPS) and how IT systems impact them.
• Understanding of ITIL process.
• Strong communication, stakeholder management, and vendor coordination skills.
• Availability to work in time zone overlaps with CET.
• Remote work setup with stable internet connection and suitable workspace.
• Self-starter who works independently with minimal supervision.
• Able to influence without authority.
• Comfortable navigating ambiguity and adjusting to evolving priorities.
• Respectful of diverse perspectives and culturally sensitive in communication.