Project Manager CCaaS Implementation (Interim)

Project overview

As project manager, you will lead the implementation of a new CCaaS contact center platform:

Profile of the suited interim professional:

• Develop the project plan, including goals, results, schedule, budget, capacity, and dependencies
• Establish the project organization with clear responsibilities, decision-making, and escalation routes
• Inventory the current working methods, bottlenecks, and necessary changes together with specialists
• Translate organizational goals and user needs into concrete requirements and acceptance criteria
• Monitor the development of core processes such as customer contact, routing, capacity planning, and KPI reporting
• Coordinate the setup of the platform and integrations with CRM, telephony, identity management, and reporting systems
• Manage internal experts, implementation partners, and suppliers regarding agreements and quality
• Monitor privacy, information security, accessibility, and continuity
• Organize functional, integration, and user testing and resolve findings
• Provide communication, training, and preparation for employees and managers
• Prepare for go-live, including a runbook and fallback scenario
• Organize post-go-live support, handover to operations, and evaluation of project results
• Report on progress, risks, and necessary decisions to the client
• Demonstrable work and thinking level at a minimum HBO (higher professional education) level
• Minimum 5 years of work experience within a contact center, customer contact center, or customer service organization, with responsibility for IT and change projects
• Minimum 3 years of project experience and knowledge in the field of CCaaS solutions
• Knowledge of and experience with system integrations, particularly the link between the contact center platform and CRM
• Demonstrable experience with similar assignments within a large organization (preferably government), with multiple stakeholders and complex governance

Project details

• Start: flexible
• Duration: 3 months
• Location: Den Haag, North-Holland, South-Holland, NL
• Languages: Dutch