Project Manager

Job Summary:

Project Management:

• Lead the planning, execution, and delivery of contact center projects including migrations, upgrades, and new feature rollouts.
• Create and manage project plans, timelines, resource allocation, and risk mitigation strategies.
• Act as the primary point of contact for stakeholders, ensuring clear communication and expectation management.
• Oversee project documentation, status reporting, and stakeholder updates.

Team Leadership & Collaboration:

• Lead and mentor cross-functional teams including developers, testers, and support engineers.
• Foster a collaborative work environment that encourages innovation and knowledge sharing.
• Drive continuous improvement initiatives to enhance team productivity and service quality.

Customer & Stakeholder Engagement:

• Build strong relationships with internal and external stakeholders.
• Conduct regular service reviews and client meetings to discuss performance, improvements, and opportunities.
• Gather customer feedback and translate it into actionable insights for the team.

Required Skills & Experience:

• Proven experience as a Service Delivery Manager or Project Manager in a contact center technology environment.
• Experience with Agile and Waterfall project management methodologies.
• Proficiency in project tools such as MS Project, JIRA, Confluence, ServiceNow, etc.

Preferred Skills:

• PMP or PRINCE2 certification is a plus.
• ITIL certification or strong understanding of ITIL processes.
• Familiarity with cloud-based contact center platforms (AWS Connect, Twilio, Genesys Cloud).
• Understanding of workforce optimization tools (Verint, Calabrio, etc.)

Soft Skills:

• Excellent communication, interpersonal, and stakeholder management skills.
• Strong analytical, decision-making, and problem-solving capabilities.
• Ability to handle pressure, manage priorities, and deliver outcomes on time.
• Leadership presence with a customer-first mindset.

Regards,

Aravindhan

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