Contact Centre Manager

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

Job summary

A leading technology solutions firm is seeking an experienced Contact Centre Project Manager in Birmingham. This role involves leading contact centre transformation initiatives and managing projects with Genesys platforms and Nuance solutions. The ideal candidate will coordinate with cross-functional teams to ensure successful delivery and optimise contact centre operations. This position offers the opportunity to drive substantial improvements in customer interactions and technology integration.

Responsibilities

• Manage end-to-end contact centre projects from initiation to delivery.
• Lead projects on Genesys contact centre solutions.
• Oversee implementation of Nuance solutions including IVR and AI.

Skills

Project management

Genesys contact centre platforms

Nuance solutions

Stakeholder management

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 bus….