Project Manager
Summary
Senior operational Project Manager leading an enterprise contact centre transformation, replacing Cisco with NICE CXone. Owns deployment planning, wave sequencing, business readiness, Go/No-Go, cutover, hypercare and BAU transition, while managing vendors, risks and senior stakeholders.
Salary: Competitive Remuneration
We are seeking an experienced Senior Project Manager with proven Contact Centre transformation experience to join a major enterprise transformation program.This is an operational Project Manager role, not a technical Project Manager position. Our client is replacing its existing Cisco Contact Centre environment with NICE CXone and is looking for someone to lead the operational deployment across multiple business areas.
You will own the journey from deployment planning and wave sequencing through to business readiness, Go/No-Go, cutover, hypercare and transition into BAU.
Key responsibilities:
- Develop and manage the end-to-end Contact Centre deployment plan
- Coordinate deployment waves and business readiness
- Lead Go/No-Go and cutover activities
- Manage operational readiness across people, process, training, technology and support
- Coordinate hypercare and transition into BAU
- Manage risks, dependencies, vendors and senior stakeholders
- Provide clear reporting into program governance
- Proven experience delivering Contact Centre transformation, migration or implementation programs is essential
- Experience with NICE CXone, Cisco, Genesys, Avaya or similar platforms highly regarded
- Ideally previous Financial Services experience
- Strong operational understanding of Contact Centre environments
- Proven experience across deployment, readiness, Go/No-Go, cutover and hypercare
- Strong senior stakeholder, risk and dependency management skills
- Comfortable working across business, operations and technology teams
If you are a senior Contact Centre Project Manager with strong operational deployment experience, we'd like to hear from you.
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