Senior IT Project Manager – Telephony / Contact Center Transformation

Project overview

Context of the mission

As part of a strategic information system transformation program, our client, a major player in the insurance and assistance sector, is looking for a Senior IT Project Manager to lead a project to modernize its telephony and contact flow management solution from end to end.

The project involves migrating a Genesys On-Premise telephony solution to Amazon Connect (CCaaS), with a mandatory go-live in November 2027.

This transformation involves several dimensions: evolution of technical solutions, adaptation of business processes, and coordination of various business and IT teams.

The project is already underway, with a product team in place (Scrum Master, Product Owner, Tech Lead) and development organized in sprints.

The main challenge is to take over and secure the overall project management, structure its trajectory, strengthen cross-functional coordination, and ensure delivery commitments are met, while considering the service continuity constraints of a 24/7 assistance activity.

Work environment

Mission details

Main missions

Objectives:

Goals:

• Location: Levallois-Perret (92)
• Working hours: Full-time
• Remote work: 2 days per week
• Start date: ASAP
• Duration: Approximately 12 months, until the November 2027 go-live
• Ensure end-to-end management of the telephony transformation project to Amazon Connect.
• Structure, consolidate, and secure the overall project trajectory until its go-live in November 2027.
• Ensure control of project commitments regarding scope, costs, schedule, and resources (4C).
• Coordinate the various business, technical, and organizational stakeholders.
• Ensure alignment between the overall project plan and the developments carried out in Agile mode.
• Anticipate and manage technical, organizational, and human risks that could impact delivery.
• Ensure a secure go-live in compliance with the November 2027 commitments.
• Successfully migrate from Genesys On-Premise to Amazon Connect while preserving the continuity of assistance activities.
• Support the evolution of processes and operating methods between business and IT teams.
• Improve governance, decision-making, and arbitration in a multi-stakeholder environment.
• Ensure the consistency and quality of solutions deployed within the Group's transformation program.

Responsibilities

• Take over the operational and strategic management of the project and structure its governance framework.
• Build, consolidate, and maintain the master schedule, identifying milestones, dependencies, and critical paths.
• Manage the studies and workstreams necessary for the migration to the target Amazon Connect solution.
• Define and secure the validation, deployment, and go-live strategy.
• Coordinate the product Core Team, including the Product Owner, Scrum Master, and Tech Lead.
• Ensure consistency between the overall schedule, program commitments, and Agile development cycles.
• Lead cross-functional coordination between business assistance teams, technical experts, IT teams, and Group program representatives.
• Identify, anticipate, and track risks, dependencies, alerts, and blocking points.
• Resolve complex situations, particularly operational, organizational, and human issues.
• Prepare and lead the various governance bodies: monthly steering committee, weekly project committee, and bi-monthly coordination meetings with the Group program.
• Ensure appropriate communication to operational teams, business managers, and management bodies.
• Ensure that the 24/7 availability constraints of the assistance activity are taken into account.

Project details

• Start: flexible
• Remote: hybrid
• Location: 92300 Levallois-Perret, France, FR
• Languages: French