Location: Manchester (North West preferred) – 2-3 days on-site (potentially up to 4 days per week)
Duration: 15 to 24 months
Programme Type: Waterfall (not Agile)
Key Responsibilities:
* Lead and drive large-scale contact centre digital transformation projects, ensuring successful delivery within government frameworks.
* Develop and maintain detailed project plans covering contact centre technologies, telephony, customer service platforms, and workforce management systems.
* Identify and manage project risks, issues, and dependencies, ensuring seamless integration of new contact centre solutions.
* Work closely with operations, IT, and customer service teams to implement scalable and efficient contact centre platforms.
* Ensure compliance with critical infrastructure standards, keeping security, resilience, and customer experience at the forefront.
* Demonstrated experience leading digital projects in contact centre environments.
* Background in delivering projects within government and large-scale programme settings.
* Strong Waterfall project management expertise – must be comfortable working in structured delivery, not Agile.
* Proven ability to present and communicate project plans to senior stakeholders, instilling confidence and trust.
* Expertise in contact centre technologies, including IVR, CRM, ACD, omnichannel platforms, and workforce optimisation tools.
Ideal Candidate:
* Based in the North West region for easier access to Manchester.
* Experience delivering contact centre infrastructure and operational improvements in a high-volume customer service environment.
* Strong understanding of government service operations and regulatory compliance in contact centre settings.
Seniority level
Mid-Senior level
Employment type
Contract
Job function
Information Technology
Industries
IT Services and IT Consulting
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