Contact center Project Manager (Banking and Financial experience)

Contact center Project Manager (Banking and Financial experience)

Posted 1 day ago by PRACYVA

Apply
Negotiable
Undetermined
Undetermined
Birmingham, England, United Kingdom
Apply
Agile Methodology Amazon Connect Avaya (Telecommunications) Avaya Unified Communications Management Banking Budgeting Change Management Change Requests Constituent Relationship Management Customer Relationship Management (CRM) Software Data Migration Interactive Voice Response Key Performance Indicators (KPIs) Management Milestones (Project Management) Nice (Unix Utility) Project Governance Project Management Project Management Office (PMO) Project Scoping Requirements Elicitation Risk Management Solution Design Speech Analytics Stakeholder Communications Stakeholder Management User Acceptance Testing (UAT)

Summary: The Contact Center Project Manager is tasked with overseeing the planning, execution, and delivery of contact center transformation projects within the banking and financial sector. This role requires collaboration with various stakeholders, including IT teams and vendors, to ensure successful implementation of solutions and process enhancements. The position demands adherence to project management standards and effective communication throughout the project lifecycle.

Key Responsibilities:

  • Lead end-to-end delivery of contact center projects (new implementations, migrations, upgrades, optimizations).
  • Define project scope, timelines, budgets, risks, and dependencies.
  • Manage project governance, status reporting, and stakeholder communication.
  • Ensure adherence to PMO standards, methodologies (Agile / Waterfall / Hybrid), and compliance requirements.
  • Manage projects involving CCaaS platforms (Genesys, Avaya, NICE CXone, Amazon Connect, Cisco, Five9, etc.).
  • Oversee IVR, ACD, WFM, QM, call recording, speech analytics, CRM integrations, and omnichannel solutions (voice, chat, email, social).
  • Coordinate data migration, system integrations, and UAT activities.
  • Act as primary point of contact between business users, IT, and external vendors.
  • Manage vendor contracts, SLAs, milestones, and deliverables.
  • Facilitate workshops for requirements gathering and solution design.
  • Identify and mitigate project risks and issues.
  • Manage change requests and impact assessments.
  • Support change management, training, and go-live readiness.
  • Ensure solutions meet operational KPIs (AHT, SLA, FCR, CSAT).
  • Coordinate cutover, hypercare, and post-implementation support.
  • Drive continuous improvement and lessons learned.

Key Skills:

  • Experience in project management within contact center environments.
  • Proficiency in CCaaS platforms and related technologies.
  • Strong communication and stakeholder management skills.
  • Knowledge of project management methodologies (Agile, Waterfall, Hybrid).
  • Ability to manage vendor relationships and contracts.
  • Experience in risk management and change management.
  • Analytical skills to assess operational KPIs.

Salary (Rate): undetermined

City: Birmingham

Country: United Kingdom

Working Arrangements: undetermined

IR35 Status: undetermined

Seniority Level: undetermined

Industry: Other

Detailed Description From Employer:

The Contact Center Project Manager is responsible for planning, executing, and delivering contact center transformation and operational projects on time, within scope, and within budget. The role bridges business stakeholders, IT teams, vendors, and operations to ensure successful implementation of contact center solutions and process improvements.

Key Responsibilities

  • Project Management
  • Lead end-to-end delivery of contact center projects (new implementations, migrations, upgrades, optimizations).
  • Define project scope, timelines, budgets, risks, and dependencies.
  • Manage project governance, status reporting, and stakeholder communication.
  • Ensure adherence to PMO standards, methodologies (Agile / Waterfall / Hybrid), and compliance requirements.
  • Contact Center Solutions
  • Manage projects involving CCaaS platforms (Genesys, Avaya, NICE CXone, Amazon Connect, Cisco, Five9, etc.).
  • Oversee IVR, ACD, WFM, QM, call recording, speech analytics, CRM integrations, and omnichannel solutions (voice, chat, email, social).
  • Coordinate data migration, system integrations, and UAT activities.
  • Stakeholder & Vendor Management
  • Act as primary point of contact between business users, IT, and external vendors.
  • Manage vendor contracts, SLAs, milestones, and deliverables.
  • Facilitate workshops for requirements gathering and solution design.
  • Change & Risk Management
  • Identify and mitigate project risks and issues.
  • Manage change requests and impact assessments.
  • Support change management, training, and go-live readiness.
  • Operational Readiness
  • Ensure solutions meet operational KPIs (AHT, SLA, FCR, CSAT).
  • Coordinate cutover, hypercare, and post-implementation support.
  • Drive continuous improvement and lessons learned.
Apply
Similar Jobs
Loading data...