IT Project Manager -(Call Center)

Must have:





IT PM

Call Center set up exp

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IT Project Manager






We are seeking a results-driven and detail-oriented IT Project Manager to lead the planning, execution, and delivery of a new Call Center / Service Center standup. This role will oversee the full project lifecycle-from requirements gathering and vendor coordination to system implementation and go-live support. The ideal candidate has experience in call center technologies, IT infrastructure, and cross-functional stakeholder management.






Key Responsibilities:





Project Leadership: Manage the end-to-end lifecycle of standing up a new Call Center/Service Center, ensuring alignment with business goals and IT standards.

Requirements Gathering: Collaborate with stakeholders to define scope, objectives, and technical and business requirements.

Vendor & Technology Management: Evaluate and select appropriate platforms (e.g., telephony, CRM, ticketing, IVR systems) and coordinate with vendors for implementation.

Infrastructure Planning: Coordinate with IT teams for the deployment of network, hardware, and communication infrastructure.

Team Coordination: Lead cross-functional teams including IT, customer service, HR, and operations to ensure smooth execution.

Timeline & Budget Management: Develop and maintain project plans, schedules, budgets, and resource allocations.

Risk Management: Identify potential risks, dependencies, and issues; develop and execute mitigation strategies.

Training & Transition: Oversee user training, documentation, and transition to operational support teams.

Reporting: Provide regular status updates to stakeholders and leadership.








Qualifications:





Experience:







5+ years of IT project management experience.

Proven experience standing up or migrating Call Center/Service Center environments.

Familiarity with platforms like Genesys, Cisco, Avaya, Salesforce Service Cloud, Zendesk, etc.







Education:







Bachelor's degree in Information Technology, Computer Science, Business, or related field.

PMP, PRINCE2, or similar certification preferred.







Skills:







Strong understanding of call center operations and IT service management (ITSM).

Excellent communication, leadership, and problem-solving skills.

Experience managing third-party vendors and outsourced service providers.

Knowledge of infrastructure (networking, telephony, security) relevant to call centers.








Nice to Have:





Experience with remote or hybrid service center models

ITIL certification or familiarity with ITIL processes

Experience with workforce management (WFM) and quality monitoring tools