Contact center Project Manager

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.

• 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.