Senior Project Manager: Contact Center Transformation

PM-Partners group; Sydney; On-site; AUD 140,000 - 190,000; Full time

Benefits offered by this job

Culture

People

Passion

Transparency

Professional Development

Care and Support

Knowledge

Job summary

PM-Partners group is seeking an experienced Senior Project Manager to lead a large-scale Contact Centre Transformation program, delivering technology, process and customer experience change across the organisation. The role requires end-to-end ownership in a complex enterprise environment, working with technology, operations, CX and business stakeholders.

You will manage multiple workstreams and vendors, establish governance and reporting, and drive customer experience improvements while

Qualifications

• Significant experience as a Senior Project Manager delivering large-scale transformation programs.
• Proven experience delivering major Contact Centre / Customer Experience transformations within complex organisations.
• Strong understanding of contact centre technology and environments, including platforms such as Genesys, NICE, Avaya, Amazon Connect or similar.

Responsibilities

• Lead the end-to-end delivery of a large-scale Contact Centre Transformation program.
• Manage complex technology and business change across contact centre platforms, customer channels, telephony, IVR, CRM and associated integrations.
• Lead multiple workstreams, vendors and delivery teams across a complex enterprise environment.
• Establish strong governance, delivery frameworks, milestones, risks, dependencies and reporting.
• Work closely with senior business and technology stakeholders to align delivery with strategic objectives.
• Manage delivery risks, issues, dependencies and competing priorities across the program.
• Drive a strong focus on customer experience, operational efficiency and improved contact centre capability.

Skills

Senior Project Manager

Large-scale transformation

Vendor management

Stakeholder management

Executive communication

Leadership

CX transformation

Tools

Genesys

NICE

Avaya

Amazon Connect

Job description

PM-Partners group is seeking an experienced Senior Project Manager to lead a large-scale Contact Centre Transformation program, delivering technology, process and customer experience change across the organisation. The role requires end-to-end ownership in a complex enterprise environment, working with technology, operations, CX and business stakeholders.

You will manage multiple workstreams and vendors, establish governance and reporting, and drive customer experience improvements while