PROJECT MANAGER-CONTACT CENTER

Job description

We are seeking an experienced and results-driven Project Manager or Delivery Manager with a strong background in call center technologies and customer interaction solutions. The ideal candidate will be responsible for managing end-to-end delivery of call center solution projects, ensuring timely implementation, and maintaining high standards of client satisfaction.
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.

Job Type: Full-time

Pay: ₹40,000.00 - ₹60,000.00 per month

Benefits:

• Health insurance

Schedule:

• Monday to Friday

Application Question(s):

• How many years of experience do you have in managing call center solution projects
• Do you have experience working with contact center platforms like Genesys, Avaya, Cisco, Asterisk, or Voxtron? (Yes/No)

Do you have experience working with contact center platforms like Genesys, Avaya, Cisco, Asterisk, or Voxtron? (Yes/No)

Do you have experience working with contact center platforms like Genesys, Avaya, Cisco, Asterisk, or Voxtron?

• Do you hold any of the following certifications? PMP,or any other related
• Are you comfortable handling client escalations and providing professional resolution?
• Do you have experience working with cloud-based contact center platforms like AWS Connect or Genesys Cloud?
• Which mode of work do you prefer: remote, hybrid, or working from the office?

Experience:

• Call center: 4 years (Required)

Application Deadline: 20/07/2025
Expected Start Date: 10/08/2025