Description

You will lead end-to-end execution of contact center and IVR development projects.

This role is on-site.

Responsibilities

• Manage project planning, execution, and the full lifecycle from initiation to closure.
• Oversee IVR development and ensure technical alignment with business objectives.
• Control project timelines, budgets, resources, and risk mitigation strategies.
• Coordinate with vendors and manage stakeholders across cross-functional teams.
• Handle project reporting, documentation, and continuous process improvement.

Required Skills

• Minimum 5 years of project management experience.
• At least 8 years of experience specifically in IVR implementation.
• Hands-on experience with contact center platforms such as Avaya, Cisco, Genesys, Google CCAI, or AWS Connect.
• Technical understanding of IVR systems, ACD, and CRM tools.
• Proficiency with project management tools including Microsoft Project, Jira, or Trello.
• Ability to manage multiple simultaneous projects and prioritize tasks effectively.
• Bachelor’s degree in Business, IT, or a related field.

Preferred Skills

• PMP, PRINCE2, or Agile methodologies certification.
• Experience integrating IVR with CRM systems and other contact center platforms.

Key Skills

Education

Any Graduate