Detalle de la Oferta

Descripción de la Oferta

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IT Project Manager - CX / Contact Center

Role Overview

An IT Project Manager responsible for delivering customer experience (CX) and contact center technology initiatives that support business operations, service quality, and customer satisfaction. This role manages the execution of contact center-related IT projects end-to-end, coordinating business stakeholders, IT teams, and vendors to ensure solutions are delivered on time, within scope, and aligned to CX objectives.

The role focuses on implementation and optimization of contact center platforms, integrations, and digital channels, operating under established governance while collaborating closely with architecture, operations, and CX leadership.

Key Responsibilities

IT Project Planning & Delivery


Manage end-to-end delivery of multiple concurrent IT projects related to contact center and customer experience platforms.
Develop and maintain project schedules, milestones, risk registers, and dependencies.
Coordinate project execution across infrastructure, application, integration, and CX operations teams.
Track progress against scope, schedule, and quality objectives; escalate risks and issues as needed.
Performs other duties as assigned by management



CX & Contact Center Technology Enablement


Deliver projects involving contact center and CX technologies such as:

CCaaS and UCaaS platforms
Omnichannel routing (voice, chat, email, messaging)
IVR, self-service, and workflow automation
CRM and backend system integrations
AI-enabled technologies and add-ons

Support cloud migrations, platform upgrades, feature rollouts, and configuration changes.
Ensure technical solutions align with business requirements and CX design standards.



Stakeholder & Business Collaboration


Act as a liaison between IT, contact center operations, CX teams, and external vendors.
Monitor work of technical personnel, such as network, compute and storage engineers, providing support and direction to meet objectives as needed.
Oversee functional, technical, and security requirements documentation.
Facilitate project meetings including kickoffs, design reviews, status updates, and go-live readiness checks.
Communicate project status, risks, and dependencies to project sponsors and stakeholders.



Governance & Delivery Discipline


Execute projects using standard IT delivery methodologies (Agile, Waterfall, or hybrid).
Adhere to organizational PMO, change management, and release governance processes.
Maintain accurate project documentation including charters, requirements, status reports, and post-implementation reviews.
Support audit, compliance, and operational readiness activities where applicable.



Vendor & Partner Coordination


Coordinate tasks and timelines with third-party vendors and implementation partners.
Ensure vendor activities align with project scope and organizational standards.



Financial & Scope Oversight


Track project budgets, forecasts, and actuals within assigned responsibility.
Manage scope and change requests using formal change control processes.
Support efficient resource