Project Manager CCaaS Implementation

Project overview

Assignment Description

The CCaaS Project Manager leads the preparation and implementation of the new contact center platform and ensures that technology, work processes, and staff are ready for use on time. The project manager translates the needs of the organization into clear requirements, draws up the schedule, and coordinates the collaboration between the contact center, ICT, and suppliers. The project manager monitors the configuration of, among other things, call flows, reports, and CRM integrations, organizes training and testing, and manages progress, quality, and risks.

Finally, the project manager ensures a controlled go-live, appropriate aftercare, and a smooth handover to the management organization, so that daily services continue.The focus is on creating a clear and high-quality foundation for the future contact center environment.

Activities include:

o Customer contact handling, file processing, and transfer.

o Telephone menus, queues, routing, and availability.

o Capacity planning (WFM), quality monitoring (QA), and training (L&D).

o KPI definitions, management information, and reporting.

Background of the assignment

The Telephony department is on the verge of implementing a new Contact Center as a Service (CCaaS) solution. To ensure the successful setup and implementation of this new environment, planning, oversight, and connection between all involved parties are necessary. A study has also been initiated for the implementation of a CRM.

For this assignment, the Telephony department is looking for an experienced CCaaS implementation project manager. The Telephony department provides second-line telephone services for the Benefits department to citizens, intermediaries, and chain partners. The department handles complex customer inquiries, processes files, assesses evidence, and makes decisions when necessary. In addition, the department contributes to accessible, lawful, and human-centered service delivery by handling complex customer contacts directly as much as possible.

The Tax Administration's contact center provides first-line services on behalf of the Benefits department. The department is responsible for the management function of this service.

The department faces the implementation of a new Contact Center as a Service (CCaaS) solution in the coming years, which will further professionalize telephone services and the configuration of processes, data, and steering information. A preliminary study for the implementation of a CRM has also been started.

• Draws up the project plan, including objectives, results, schedule, budget, capacity, and dependencies.
• Sets up the project organization and clarifies responsibilities, decision-making, and escalation routes.
• Maps the current working methods, bottlenecks, and necessary changes with the involved specialists.
• Translates organizational goals and user needs into concrete requirements and verifiable acceptance criteria.
• Ensures that the most important contact center processes are elaborated, including:
• Coordinates the configuration of the platform and integrations with CRM, telephony, identity management, and reporting systems, among others.
• Manages internal experts, implementation partners, and suppliers on agreements, results, and quality.
• Monitors privacy, information security, accessibility, and continuity in collaboration with the responsible experts.
• Organizes functional tests, integration tests, user tests, and recovery from findings.
• Ensures communication, user involvement, training, and preparation of managers and staff.
• Prepares for go-live, including a runbook, fallback scenario, support, and decision-making about the start.
• Organizes aftercare, handover to management and process owners, and evaluation of project results.
• Reports on progress, risks, and necessary decisions to the client.

Requirements

Only Dutch-language CVs will be submitted, and candidates must speak Dutch perfectly.

Competencies

Results-oriented

Stress-resistant

Flexible

Proactive

Decisive

Wishes

CV and motivation guidelines:

Allowed engagement form:

The initial hiring period is until December 2026, with an option for extension.

Additional Information

When you, as a supplier, offer a professional to us and they are placed, we will need information from you as a contracting party, including regarding the Chain Liability Act (Wet keten- en inlenersaansprakelijkheid). The 'WKA' aims to prevent abuse in the remittance of payroll taxes at all links in the chain; from supplier to client. We cover these risks for our clients by means of a blocked account, the G-account. This is an account to which a portion of the invoice amount is deposited and from which you can pay payroll taxes and VAT to the Tax Administration.

The percentage to be deposited depends on whether you have a SNA certification (NEN-4400-1 or NEN-4400-2) and whether your company is located in the Netherlands or abroad. You can apply for the G-account from the Tax Administration. If you cannot obtain a G-account (and you can provide proof from the Tax Administration), you also have the option to provide an accountant's statement (assurance report regarding personnel lending) every quarter. In this, a certified accountant (AA or RA) will issue a statement about the accuracy, completeness, and timeliness of the remittances.

Please note that the costs for this statement are at your own expense.

• The offered candidate has knowledge of and experience with system integrations, particularly the link between the contact center platform and CRM.
• The candidate has demonstrable experience with similar assignments within a large organization (preferably within the government), involving multiple stakeholders, complex governance, and organization-wide coordination.
• The candidate possesses at least demonstrable HBO (higher professional education) work and thinking level.
• The candidate has at least 5 years of demonstrable work experience within a contact center, customer contact center, or customer service organization, where the candidate was responsible for leading IT and change projects (5 years).
• The offered candidate has at least 3 years of knowledge of and project experience with CCaaS solutions (3 years).
• The extent to which the candidate has experience with a full implementation of a CCaaS or comparable contact center platform, from preparation to aftercare.
• The extent to which the candidate has experience with the setup, operation, and optimization of contact center environments, including routing issues, workforce management, customer contact processes, KPI steering, and management information.
• The extent to which the candidate has experience in making technical and operational teams work together.
• The extent to which the candidate has experience with test management, user acceptance, and controlled go-live.
• The extent to which the candidate has experience in connecting different stakeholders, gathering information from the organization, and arriving at a jointly supported project approach to achieve results without formal hierarchical authority.
• Format: No preference
• Language: Dutch
• Max. number of pages: 5
• Employee in service of supplier: Yes
• ZZP (Freelancer): No

Project details

• Start: 2026-10-26T23:00:00
• Location: Den Haag Zuid-Holland, NL
• Languages: Dutch