Contact center Project Manager
• Posted 1 day ago • Updated 3 hours ago

United Technology
Dice Job Match Score™
🔗 Matching skills to job...
Job Details
Skills
- Contact Center PM
Summary
We are seeking an experienced Contact Center Project Manager to lead end-to-end delivery of contact center initiatives, technology upgrades, process improvements, and operational transformations. The ideal candidate has strong project management skills, deep understanding of call center operations, and hands-on experience working with CX platforms and workforce management systems.
Key Responsibilities Project Management-
Lead full lifecycle management of contact center projects, including planning, execution, monitoring, and delivery.
-
Create detailed project plans, timelines, status reports, RAID logs, and communication plans.
-
Manage cross-functional teams including operations, IT, vendors, QA, WFM, and training.
-
Oversee implementation or enhancements of platforms such as Genesys, Five9, NICE, Avaya, Amazon Connect, Talkdesk, or similar.
-
Coordinate IVR call flows, routing logic, omnichannel deployments (voice, chat, email, SMS).
-
Manage integrations with CRM (Salesforce, ServiceNow, Zendesk) and workforce management tools.
-
Analyze call center KPIs (AHT, ASA, CSAT, FCR, SLAs) to drive improvements.
-
Work with operations to refine workflows, SOPs, agent scripts, quality frameworks, knowledge base, and training.
-
Ensure change management, UAT, pilot testing, and smooth go-live transitions.
-
Act as primary point of contact between internal teams and external vendors.
-
Facilitate stakeholder meetings, executive updates, and risk escalations.
-
Manage SOWs, timelines, resource allocation, and budget oversight.
-
5 10+ years of experience in contact center or customer experience project management.
-
Strong knowledge of contact center operations, metrics, and best practices.
-
Experience with at least one major CCaaS/CX platform (Genesys, NICE, Five9, Amazon Connect, Avaya, etc.).
-
Strong technical understanding of IVR design, call routing, telephony concepts, omnichannel flows, and integrations.
-
Excellent communication, documentation, and stakeholder management skills.
-
Proficiency in project management tools (JIRA, MS Project, Smartsheet, Confluence, Monday.com).
-
PMP, CSM, or similar certifications a plus.
-
Experience with cloud contact center migrations.
-
Knowledge of WFM tools (Calabrio, NICE IEX, Verint).
-
Experience in BPO/outsourcing environments.
-
Ability to work in fast-paced, dynamic environments with tight deadlines.
- Dice Id: 91165420
- Position Id: 2026-131
- Posted 1 day ago
Company Info
About United Technology
At United Technology, we specialize in connecting businesses with exceptional tech talent that drives innovation and accelerates growth. With an extensive network of highly skilled professionals in fields such as software development, cybersecurity, data science, cloud computing, and IT infrastructure, we match the right individuals to the right opportunity.
Similar Jobs
It looks like there aren't any Similar Jobs for this job yet.
Search all similar jobs