Contact Center Manager

Infoplus Technologies UK Limited; Birmingham; On-site; GBP 50,000 - 70,000; Full time

Job summary

A technology solutions provider in the UK is looking for an experienced Contact Centre Project Manager. The successful candidate will manage end-to-end projects focused on contact centre transformation, specifically those involving Genesys and Nuance technologies. Responsibilities include overseeing project implementation, coordinating cross-functional teams, and ensuring stakeholder communication. A strong background in project management within the contact centre environment is essential, along with effective management of vendor relationships.

Qualifications

• Proven experience as a Project Manager delivering contact centre / customer experience projects.
• Strong hands-on project experience with Genesys contact centre platforms.
• Experience working with Nuance technologies.

Responsibilities

• Manage end-to-end contact centre projects from initiation through delivery.
• Lead projects involving Genesys contact centre solutions.
• Oversee implementation and optimisation of Nuance solutions.
• Coordinate cross-functional teams including IT and business users.

Skills

Project Management

Genesys contact centre platforms

Nuance technologies

Stakeholder management

Agile methodologies

Job description

Job Description :

We are seeking an experienced Contact Centre Project Manager to lead and deliver end-to-end contact centre transformation and operational improvement initiatives. The ideal candidate will have strong experience managing projects involving Genesys contact centre platforms and Nuance solutions, working closely with business stakeholders, vendors, and technical teams to ensure successful delivery.

Key Responsibilities :

• Manage end-to-end contact centre projects, from initiation through delivery and handover to operations.
• Lead projects involving Genesys (Cloud or On-Prem) contact centre solutions, including voice, IVR, routing, reporting, and integrations.
• Oversee implementation and optimisation of Nuance solutions (IVR, speech recognition, conversational AI, voice biometrics).
• Develop and manage project plans, schedules, budgets, risks, and dependencies.
• Coordinate cross-functional teams including IT, telephony, network, infrastructure, vendors, and business users.
• Act as the primary point of contact for business stakeholders, ensuring clear communication and expectation management.
• Manage third-party vendors and system integrators, ensuring delivery aligns with scope, timelines, and quality standards.
• Identify and mitigate project risks and issues, escalating where required.
• Ensure projects adhere to governance, compliance, and security standards.
• Support UAT, go-live activities, and post-implementation support.
• Produce regular project status reports and documentation.

Required Skills & Experience :

• Proven experience as a Project Manager delivering contact centre / customer experience (CX) projects.
• Strong hands‑on project experience with Genesys contact centre platforms (Cloud, Engage, or equivalent).
• Experience working with Nuance technologies (IVR, speech recognition, conversational AI, or voice solutions).
• Solid understanding of contact centre operations, call flows, IVR design, routing strategies, and reporting.
• Strong stakeholder management and communication skills.
• Experience working in Agile, Waterfall, or hybrid delivery environments.
• Ability to manage multiple workstreams and complex dependencies.
• Experience with vendor management and offshore / onshore delivery models.