IT Project Manager (Contact Centre)

La Fosse Associates; Greater London; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading consulting firm is seeking an experienced IT Project Manager for a 6-month contract in Greater London. This role involves managing a contact centre transformation, focusing on Microsoft solutions. Candidates should possess strong project management skills, particularly in large-scale technology projects within the contact centre or customer experience sectors. The position offers a hybrid working model, with competitive daily rates of £600-700.

Qualifications

• Proven experience leading large-scale technology projects.
• Experience in contact centre or customer experience domains.
• Strong understanding of Microsoft solutions.

Responsibilities

• Lead the delivery of contact centre transformation projects.
• Validate and implement Microsoft solutions for functional requirements.
• Modernise infrastructure for customer channel analytics.

Skills

Project management

Microsoft Dynamics

Cloud services

AI and analytics

Tools

Power Platform

Job description

La Fosse are currently partnered with a customer who are looking to hire an experienced IT Project Manager into their team, to support on a Contact Centre programme of work.

Role is initially 6 months with view to extend, inside IR35 and paying £600-700 per day. London based, and 50/50 between office and home working.

Key Responsibilities:

• Lead the end-to-end delivery of the strategic contact centre transformation, consolidating platforms onto a Microsoft-based stack (Dynamics + Power Platform) and minimizing additional cloud providers unless commercially justified.
• Demonstrated experience as a senior project manager leading large-scale, complex technology or transformation projects, ideally within contact centre or customer experience domains.
• Validate that Microsoft solutions meet all functional requirements, supplementing with third-party tools where necessary.
• Modernise infrastructure to deliver intelligent routing, voice recognition, self-service, and analytics across all customer channels.
• Enable conversational AI, including multichannel support, sentiment analysis, predictive support, and advanced speech/text analytics.
• Align technology and operating models to support both insourced and outsourced contact centre operations across the UK, US, and Europe.