Senior Contact Center Transformation Manager (Contract)

Talent; Melbourne; On-site; AUD 129,000 - 166,000; Full time

Job summary

Talent in Melbourne is seeking an experienced Project Manager to lead a major Contact Centre platform migration from Cisco WxCCE to WxCC. The role covers end-to-end delivery, business case development, planning, implementation, deployment and post-go-live support.

You will coordinate internal teams, business stakeholders, and external vendors, manage budgets and governance, and ensure a smooth transition with minimal disruption to critical contact centre operations.

Qualifications

• 10+ years' experience delivering complex IT projects in large enterprise environments.
• Experience delivering Contact Centre or Telephony technology implementations, upgrades or migrations.
• Experience with Cisco WxCCE, WxCC, UCCE or similar Contact Centre platforms is highly regarded.
• Experience delivering cloud-based technology solutions (SaaS/IaaS).
• Proven ability to manage external vendors, technical teams and senior business stakeholders.
• Strong project governance, financial management, risk and issue management capabilities.
• Experience delivering projects using Waterfall methodologies.
• Excellent communication and stakeholder engagement skills.
• PRINCE2 or PMP certification will be advantageous.

Responsibilities

• Lead end-to-end delivery of a major Contact Centre platform migration from WxCCE to WxCC.
• Manage full project lifecycle: business case development, planning, implementation, deployment and post-go-live support.
• Develop and maintain project schedules, budgets, resource plans, risks, issues and dependencies.
• Coordinate internal technical teams, business stakeholders and third-party vendors to ensure successful delivery.
• Manage project financials including budgets, forecasts, accruals and change requests.
• Drive project governance with steering committee reporting, status updates and risk mitigation.
• Ensure seamless transition to the new platform with minimal disruption to contact centre operations.

Skills

Project management

Stakeholder management

Vendor management

Risk management

Governance

Waterfall

Cloud/SaaS/IaaS

Communication

PRINCE2/PMP

Tools

Cisco WxCCE

Cisco WxCC

UCCE

Job description

Talent in Melbourne is seeking an experienced Project Manager to lead a major Contact Centre platform migration from Cisco WxCCE to WxCC. The role covers end-to-end delivery, business case development, planning, implementation, deployment and post-go-live support.

You will coordinate internal teams, business stakeholders, and external vendors, manage budgets and governance, and ensure a smooth transition with minimal disruption to critical contact centre operations.