Senior Contact Center Transformation Project Manager

Sabenza IT & Recruitment; Johannesburg; On-site; ZAR 900,000 - 1,400,000; Full time

Job summary

Sabenza IT & Recruitment in Johannesburg is seeking an experienced Project Manager to drive the delivery of complex Call Centre, Contact Centre and Telephony transformation projects from initiation through to deployment and post-production support.

You will lead cross-functional teams and coordinate with vendors to ensure on-time delivery while managing budgets, risks and stakeholder expectations.

Qualifications

• 8+ years of Project Management experience
• Proven Call Centre / Contact Centre / Telephony project experience
• Consulting, System Integrator, Professional Services or client-facing advisory experience
• Enterprise technology transformation experience
• Strong Agile / Scrum, Waterfall or Hybrid delivery capability
• Experience with Azure DevOps, Jira, Confluence and MS Project
• Excellent stakeholder, vendor and executive management skills
• Bachelor's Degree in IT, Computer Science, Engineering, Business or related field

Responsibilities

• Lead end-to-end SDLC project delivery across Agile, Waterfall and Hybrid environments.
• Manage complex technology transformation projects, budgets, timelines, risks and dependencies.
• Lead cross-functional teams across Business Analysis, Architecture, Development, Engineering, Vendors and Business.
• Deliver Contact Centre & Telephony implementations, migrations, upgrades and optimisation projects.
• Oversee integrations with CRM, Workforce Management, Reporting and Analytics platforms.
• Engage and influence stakeholders from operational teams through to executive leadership.
• Drive governance, testing, UAT, deployment, change management and project close-out.
• Manage vendors and third-party service providers while ensuring delivery remains on track.

Skills

Project management

SDLC

Agile / Scrum

Stakeholder management

Vendor management

Education

Bachelor's degree in IT/CS/Engineering/Business

Tools

Azure DevOps

Jira

Confluence

MS Project

Job description

Sabenza IT & Recruitment in Johannesburg is seeking an experienced Project Manager to drive the delivery of complex Call Centre, Contact Centre and Telephony transformation projects from initiation through to deployment and post-production support.

You will lead cross-functional teams and coordinate with vendors to ensure on-time delivery while managing budgets, risks and stakeholder expectations.