Project Manager-Contact Center

As a Project Manager or Delivery Manager with a strong background in call center technologies and customer interaction solutions, your role will involve managing end-to-end delivery of call center solution projects to ensure timely implementation and high client satisfaction. Key Responsibilities: - Lead and manage the full project lifecycle of call center solution implementations including IVR, CTI, ACD, CRM integration, etc. - Act as the primary point of contact for clients throughout the project execution phase. - Define project scope, goals, and deliverables in collaboration with key stakeholders. - Coordinate internal resources and third parties/vendors for seamless project execution. - Track project progress, manage risks/issues, and ensure delivery within scope, time, and budget. - Oversee solution deployment, testing, UAT, and go-live support. - Ensure service delivery meets client expectations, SLAs, and agreed quality standards. - Collaborate with sales/pre-sales teams to provide project-related inputs for proposals and RFPs. - Conduct regular project meetings, provide status updates, and maintain stakeholder communication. - Drive continuous improvement and process enhancement for delivery excellence. Required Experience and Skills: - 8+ years of overall experience with a minimum of 4 years in managing call center solution projects. - Proven experience in implementing contact center technologies such as Genesys, Avaya, Cisco, Asterisk, Voxtron, etc. - Strong understanding of IVR design, CTI integration, voice logging, and omnichannel platforms. - Experience in managing cloud-based contact center platforms like AWS Connect, Genesys Cloud, etc. is advantageous. - 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 like Jira, MS Project, or Asana. - PMP, PRINCE2, or Agile certification is an added advantage. Educational Qualification: - Bachelors degree in Engineering, Computer Science, Information Technology, or related field. - MBA or equivalent business management qualification is a plus. Location: Infopark Kochi,