Senior Project Manager CCaaS (interim)

Project overview

The project manager will oversee the preparation and implementation of a new contact center platform (CCaaS) and ensure that technology, processes, and staff are ready on time.

Profile of the suited interim professional:

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

Project details

• Start: flexible
• Location: Utrecht, Utrecht, Flevoland, NL
• Rate: 100-100 EUR/h
• Languages: Dutch