Project Manager-Contact Center

As a Project Manager or Delivery Manager specializing in call center technologies and customer interaction solutions, your role will involve overseeing end-to-end delivery of call center solution projects. Your key responsibilities will include: - Leading and managing the full project lifecycle of call center solution implementations, such as IVR, CTI, ACD, CRM integration, etc. - Serving as the primary point of contact for clients throughout the project execution phase. - Defining project scope, goals, and deliverables in collaboration with key stakeholders. - Coordinating internal resources and third parties/vendors to ensure seamless project execution. - Tracking project progress, managing risks/issues, and ensuring delivery within scope, time, and budget. - Overseeing solution deployment, testing, UAT, and go-live support. - Ensuring service delivery meets client expectations, SLAs, and agreed quality standards. - Collaborating with sales/pre-sales teams to provide project-related inputs for proposals and RFPs. - Leading regular project meetings, status updates, and stakeholder communication. - Driving continuous improvement and process enhancement for delivery excellence. Your required experience and skills for this role will include: - 8+ years of overall experience with a minimum of 4 years in managing call center solution projects. - Proven experience in implementing contact center technologies like Genesys, Avaya, Cisco, Asterisk, Voxtron, etc. - Strong understanding of IVR design, CTI integration, voice logging, and omnichannel platforms. - Experience managing cloud-based contact center platforms like AWS Connect, Genesys Cloud, etc. is a plus. - Excellent client-facing and internal communication skills. - Solid organizational and leadership capabilities. - Strong problem-solving skills with the ability to manage multiple stakeholders and priorities. - Familiarity with project management tools such as Jira, MS Project, or Asana. - PMP / PRINCE2 / Agile certification is an added advantage. Educational Qualifications required for this position are: - Bachelors degree in Engineering, Computer Science, Information Technology, or a related field. - MBA or equivalent business management qualification is a plus. Preferred Attributes include: - Ability to handle client escalations with maturity and professionalism. - Background in working with BPOs, telecom, or large enterprise environments. Please note that the location for this position is at Infopark Kochi.,