CCAAS Program Director

Project overview

We are looking for a CCAAS Program Director for a 3-month renewable mission in Niort.

Context:

With its Contact Center solution reaching end-of-life (end of 2028), the Group is launching a program to implement a new Contact Center solution (CCaaS, estimated IT effort between 8000 and 12000 person-days, excluding licenses/subscriptions).

Following a tender process to select this new solution (deadline December 2026), this program will aim to implement this solution across the entire Group (France and international subsidiaries). The mission letter from Management is structured around 2 objectives:

Priority objective (phase 1): Secure the launch of the new solution before the end of 2028 (priority on deadline/budget) for the current functional scope.

Secondary objective (phase 2): Deploy new functionalities to implement an omnichannel distribution platform.

Beyond the deployment of a new technological solution, the program constitutes a structuring transformation of the Contact Center, involving numerous stakeholders: business units, IT, infrastructure, networks and telecommunications, security, architecture, suppliers, and integrators.

The Program Director's mission is to ensure end-to-end management of this transformation, from scoping and trajectory definition to migration, deployment, and stabilization of the new solution.

Objectives:

Required Skills:

Program Management

Contact Center and Telephony:

IT Transformation and Integration

Leadership and Governance

Desired Experience:

Minimum 5 years of experience in IT Program Management / Contact Center roles of equivalent size/scope.

Expected Deliverables:

Additional Information:

The mission will take place at the NIORT site, with occasional travel to Group sites (Nantes, Madrid, Milan, Liège, Casablanca) possible.

• Structure and manage the CCaaS program in all its dimensions: business, functional, technological, organizational, and supplier.
• Define and maintain a global transformation trajectory, meeting Management's mission letter, and integrating the various work packages, migration waves, and dependencies.
• Ensure alignment between business needs, architectural orientations, and the solution proposed by the editor/integrator.
• Coordinate all necessary deployment workstreams: CCaaS solution, telephony, network, security, IT system integrations, data, reporting, agent workstations, recording, testing, and migration.
• Organize and lead the program's governance and provide management bodies with a clear view of progress, risks, trade-offs, and required decisions.
• Manage external partners and ensure their commitments regarding scope, schedule, costs, and quality are met.
• Secure the various migration waves and the business continuity of Contact Center activities.
• Manage risks and dependencies, with particular attention to critical topics: telephony/SIP, network, availability, security, IT system interfaces, and migration strategy.
• Ensure control of the budget, schedule, resources, and delivery capacity.
• Prepare the target operating model and the handover of the program to the run/operations teams.
• Mastery of complex, multi-stakeholder IT program management, ability to structure a program into coherent work packages with associated governance.
• Excellent mastery of the cost/schedule/quality triangle, complemented by risk management.
• Ability to build a consolidated vision enabling decision-making by management bodies.
• Essential mastery of Contact Center / CCaaS environments: CCaaS architecture, interaction routing/distribution, omnichannel, recording and supervision, reporting/data-driven management, integration between Contact Center, CRM, and business IT systems.
• Knowledge of market solutions.
• Good understanding of complex IT architectures and integration issues (APIs, events, real-time flows, IAM/SSO, network, and security).
• Ability to challenge supplier architectures and proposals.
• Mastery of progressive migration, coexistence, cutover, and rollback strategies.
• Ability to work jointly with Architecture, Infrastructure, Security, Operations, and Application teams.
• Transversal leadership in complex organizations.
• Ability to convey a vision, unite stakeholders (Management/Workstream Leads), and interact with Management, business units, IT, and supplier representatives.
• Ability to simplify complex issues and make them actionable for decision-making.
• Excellent written and oral communication skills.
• Ability to manage tense situations, project deviations, and supplier negotiations.
• Scoping and Trajectory: Program scoping document, program management plan (workstream structure, governance, RACI, scope), global roadmap, and master schedule.
• Governance and Management: Consolidated dashboards for Management, steering committee support, tracking of effort/resources/budget, and supplier commitments.
• Architecture and Construction: Consolidated target architecture, integration strategy with IT systems, mapping of interfaces/flows/business rules, security/availability/business continuity requirements, testing and acceptance strategy, monitoring of solution compliance with business needs and contractual commitments.
• Migration: Migration strategy/schedule, pilot organization, hypercare and post-migration stabilization plan, monitoring of indicators to secure each migration lot.
• Transition to Run: Target operating model, support organization, RACI for internal teams/editor/integrator/other suppliers, incident/change processes, operational documentation, program exit criteria, and transition to nominal operation.

Project details

• Start: 2026-12-01
• Duration: 3 mois (renouvelables)
• Location: 79 - Niort, FR
• Languages: French