Project Manager-Contact Center

Project Manager or Delivery Manager

Key Responsibilities:

• Lead and manage the full project lifecycle of call center solution implementations (IVR, CTI, ACD, CRM integration, etc.).
• Serve as the primary point of contact for clients during 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.
• Lead regular project meetings, status updates, and 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

   (e.g., 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 (e.g., 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 Qualification:

• Bachelor’s degree in Engineering, Computer Science, Information Technology, or related field.
• MBA or equivalent business management qualification is a plus.

Preferred Attributes:

• Ability to handle client escalations with maturity and professionalism.
• Background in working with BPOs, telecom, or large enterprise environments.

Location : Infopark Kochi