Senior Project Manager - Contact Centre

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

12-month ongoing contract to start mid Nov / early Dec

Competitive daily rate on offer

Our client is currently looking for a seasoned Project Manager to lead an end to end (business case to BAU transition) Contact Centre technology transformation, migrating from Cisco Webex Contact Center Enterprise (WxCCE) to Cisco Webex Contact Center (WxCC).

This is an exciting opportunity to deliver a business-critical technology upgrade, working closely with senior stakeholders, technical teams and external vendors to modernise a customer-facing contact centre platform.

Key Responsibilities

Lead the end-to-end delivery of a major Contact Centre platform migration from Cisco WxCCE to WxCC.

Manage the full project lifecycle, including 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, including steering committee reporting, project status updates and risk mitigation.

Ensure a seamless transition to the new platform while minimising disruption to business-critical contact centre operations.

Skills & Experience Required

10+ years' experience delivering complex IT projects, ideally within large enterprise environments.

Demonstrated experience delivering Contact Centre or Telephony technology implementations, upgrades or migrations.

Experience with Cisco WxCCE, WxCC, UCCE or similar Contact Centre platforms will be highly regarded.

Strong experience delivering cloud-based technology solutions, particularly SaaS and IaaS environments.

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, stakeholder engagement and problem-solving skills.

PRINCE2 or PMP certification will be advantageous.

12-month ongoing contract + extensions

Interview and start ASAP

Delivery a complex, telephony transformation program