Project Manager - Contact Centre Transformation

Desda Group; Melbourne; Sur place; AUD 140 000 - 210 000; Plein temps

Résumé du poste

JobAdder Operations Pty in Melbourne seeks a proven Business PM to guide the insourcing of a major super fund's contact centre transformation, overseeing the move of member servicing in-house and delivering agent desktop modernization, near-real-time data and AI initiatives.

You will coordinate between technology, operations and member experience teams, direct BAs, and align stakeholders across AWS and Microsoft Dynamics platforms to ensure a successful rollout.

Qualifications

• Proven Business PM on contact centre or large-scale operational transformations.
• Strong grasp of contact centre operations, agent desktop, omnichannel and CCaaS.
• Experience managing insourcing or administrator migrations is highly regarded.

Responsabilités

• Lead end-to-end delivery of business workstreams across insourcing and contact centre programme.
• Direct a BA team through requirements, specs and business process definition.
• Partner with member experience to improve processes, tooling and agent workflows.
• Align product, technical PMs, architects, and operations leaders with programme goals.
• Land AI in operations from use case through to embedded process.

Connaissances

Business PM

Stakeholder align

BA leadership

Cross-functional

Outils

AWS

Microsoft Dynamics

Description du poste

Lead business delivery for a major super fund's contact centre transformation — agent desktop, real-time data and AI. Aus wide, 6 - 12 mth contract.

The Opportunity

A major Australian super fund is bringing member servicing in-house from its outsourced administrator. The contact centre has already moved across, and the next workstreams are agent desktop modernisation, near-real-time member data and AI across contact centre operations. You'll lead business delivery across the programme, working between technology, operations and member experience teams. You'll direct the BAs and keep a complex group of stakeholders aligned.

Key Responsibilities

• Lead end-to-end delivery of business workstreams across the insourcing and contact centre programme
• Direct a BA team through requirements, functional specs and business process definition
• Partner with member experience so processes, tooling and agent workflows measurably improve service
• Align product, technical PMs, architects, operations leaders and programme leadership
• Land AI in operations (conversational AI, agent-assist, workflow automation), from use case through to embedded process
• Coordinate business delivery with technical leads across AWS (Amazon Connect) and Microsoft Dynamics
• Support transition from the incumbent provider: operational readiness, UAT and cutover
• Own planning, RAID and reporting to programme governance

About You

• Proven Business PM on contact centre or operational transformations in large organisations
• Strong grasp of contact centre operations and tech: agent desktop, omnichannel, CCaaS
• Working knowledge of contact centre AI and how to land it operationally, not just technically
• AWS and Dynamics delivery experience (Amazon Connect highly regarded)
• Track record leading BAs at programme scale
• Comfortable managing product, technology, experience and operations stakeholders at once
• Insourcing or administrator migration experience highly regarded
• Superannuation, wealth or financial services background strongly preferred