Project Manager - CXone

Michael Page; Manchester; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Remote working

Travel to office

12-month fixed-term contract

Job summary

Michael Page is seeking an experienced Project Manager to lead end-to-end NICE CXone implementation, migration, and transformation projects across the UK. You will drive planning, governance, and delivery with customers, internal teams, and partners to ensure successful outcomes.

This role offers remote working with occasional travel to offices in Manchester or London, a 12-month fixed-term contract, and opportunities to contribute to high-profile customer initiatives in the CX space.

Qualifications

• Experience delivering contact centre implementations, migrations, upgrades, or transformations for customers.
• Strong CCaaS knowledge including omnichannel routing, IVR, telephony, reporting and WEM.
• Experience managing complex technology projects end-to-end to time, budget and quality.
• Solid governance, risk/issue management, change control, dependencies, and financial performance.
• Familiarity with PM methodologies (PRINCE2, Agile, APM) and PSA tools.

Responsibilities

• Lead NICE CXone implementation, migration, upgrade and transformation projects from initiation to completion.
• Manage scope, timelines, budgets, quality standards and customer expectations.
• Develop project plans, schedules, forecasts, risks, issues and delivery documentation.
• Act as primary contact for customers, building strong stakeholder relationships and clear communication.
• Coordinate internal teams, third-party suppliers, and customer resources to hit milestones.
• Manage project financial performance including budgeting, forecasting, profitability, invoicing and revenue tracking within Certinia.
• Identify and manage risks, issues, dependencies, assumptions and change requests with escalation as needed.
• Maintain governance, reporting and project records with regular status updates to customers and stakeholders.
• Coordinate UAT, deployment, migration, go-live and service transition activities to ensure success.
• Support transition into Managed Services ensuring operational readiness of deliverables.
• Collaborate with Sales/Pre-Sales on scoping, planning, estimations and handovers.
• Maintain knowledge of NICE CXone and CCaaS tech and project management best practices.

Skills

Project management

Stakeholder management

Budgeting & financials

Risk management

PRINCE2 Agile APM

Tools

PSA tools

CCaaS platforms

Certinia

Job description

This is an exciting opportunity for an experienced Project Manager to lead end-to-end NICE CXone implementation, migration, and transformation projects, ensuring successful delivery, strong financial performance, and exceptional customer outcomes. Working closely with customers, internal teams, and delivery partners, you'll drive project success through effective planning, stakeholder management, governance, risk control, and service transition activities.

Client Details

Our client is a leading UK technology and managed services provider, delivering innovative customer experience, cloud, networking, and digital transformation solutions. With a strong reputation for service excellence, they support organisations across the public and private sectors.

Description

• Lead the delivery of NICE CXone implementation, migration, upgrade, and transformation projects from initiation through to successful completion.
• Manage project scope, timelines, budgets, quality standards, and customer expectations throughout the project lifecycle.
• Develop and maintain project plans, schedules, forecasts, risks, issues, and delivery documentation.
• Act as the primary point of contact for customers, building strong stakeholder relationships and ensuring clear communication at all stages.
• Coordinate internal teams, third-party suppliers, and customer resources to ensure delivery milestones are achieved.
• Manage project financial performance, including budgeting, forecasting, profitability, invoicing, and revenue tracking within Certinia.
• Identify and manage project risks, issues, dependencies, assumptions, and change requests, ensuring appropriate escalation where required.
• Maintain accurate governance, reporting, and project records, providing regular status updates to customers and internal stakeholders.
• Coordinate User Acceptance Testing (UAT), deployment, migration, go-live, and service transition activities to ensure successful project outcomes.
• Support the transition of solutions into Managed Services, ensuring operational readiness and completion of all project deliverables.
• Collaborate with Sales and Pre-Sales teams on project scoping, planning, estimations, and customer handovers.
• Maintain knowledge of NICE CXone, CCaaS technologies, and project management best practices to support successful delivery and continuous improvement.

Profile

• Proven experience delivering contact centre implementation, migration, upgrade, or transformation projects within customer environments (experience with NICE CXone preferred).
• Strong knowledge of Contact Centre as a Service (CCaaS) technologies, including omnichannel routing, IVR, telephony, reporting, workforce engagement management (WEM), integrations, and APIs.
• Experience managing complex technology projects throughout the full project lifecycle, ensuring delivery to agreed timescales, budgets, quality standards, and customer expectations.
• A solid understanding of project governance, risk and issue management, change control, dependency management, resource planning, and financial performance.
• Experience supporting user acceptance testing (UAT), solution validation, and successful transition into operational support.
• Strong commercial acumen, with experience managing project budgets, forecasting, profitability, and contractual commitments.
• The ability to successfully manage multiple concurrent projects while coordinating internal teams, customers, and third-party suppliers.
• Practical experience working with recognised project delivery methodologies such as PRINCE2, Agile, APM, or equivalent frameworks.
• Experience using Professional Services Automation (PSA) tools to manage project delivery, resource scheduling, forecasting, financial tracking, and reporting.

Job Offer

• The chance to make a real impact on customer success and business outcomes.
• Remote working with occasional travel to office (Manchester/London)
• 12-month fixed-term contract with potential for extension or longer-term opportunities, subject to business needs.

People are at the heart of Michael Page. We are committed to creating an inclusive environment. As an inclusive recruiter we welcome applications from people of all backgrounds, identities and experiences. If you require any adjustments or accommodations during the recruitment process, we'll work with you to ensure you can perform at your best.