Project Manager-Contact Center Solutions

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Permanent Voxtron Solutions LLP 1 PositionExperience: 8 Years

We are seeking an experienced and results-driven Project Manager or Delivery Manager with a strong background in call center technologies and customer interaction solutions. The ideal candidate will be responsible for managing end-to-end delivery of call center solution projects, ensuring timely implementation, and maintaining high standards of client satisfaction.  

Key Responsibilities:

    • Lead and manage the full project lifecycle of call center solution implementations (IVR, CTI, ACD, CRM integration, etc.).
    • Serve as the primary point of contact for clients during the project execution phase.
    • Define project scope, goals, and deliverables in collaboration with key stakeholders.
    • Coordinate internal resources and third parties/vendors for seamless project execution.
    • Track project progress, manage risks/issues, and ensure delivery within scope, time, and budget.
    • Oversee solution deployment, testing, UAT, and go-live support.
    • Ensure service delivery meets client expectations, SLAs, and agreed quality standards.
    • Collaborate with sales/pre-sales teams to provide project-related inputs for proposals and RFPs.
    • Lead regular project meetings, status updates, and stakeholder communication.
    • Drive continuous improvement and process enhancement for delivery excellence.


Qualifications:

  • Bachelor’s degree in Engineering, Computer Science, Information Technology, or related field. MBA or equivalent business management qualification is a plus.8+ years of overall experience with a minimum of 4 years in managing call center solution projects. Proven experience in implementing contact center technologies (e.g., Genesys, Avaya, Cisco, Asterisk, Voxtron, etc.). Strong understanding of IVR design, CTI integration, voice logging, and omnichannel platforms. Experience managing cloud-based contact center platforms (e.g., AWS Connect, Genesys Cloud, etc.) is a plus. Familiarity with project management tools such as Jira, MS Project, or Asana.

Skills:

  • API Integration, Budgeting, Excellent Communication Skill, Genesys, Avaya, Cisco, Asterisk, Voxtron, Project Documentation, Projetc Planning and execution, Time management, Client Support