Required skills
- Project Management
- CCaaS
- Contact Center
- CRM Integration
- System Integration
- Change Management
- Stakeholder Management
- IT Project Management
- Government Projects
Languages: Dutch
Job description
The project manager will oversee the preparation and implementation of a new contact center platform (CCaaS), ensuring technology, processes, and staff are ready on time.
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
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