Project Manager- Contact Centre

Essential Requirements:

• Specific implementation of Call Centre software. Experience with large scale network deployments.

• Demonstrable experience in managing projects with leading contact center solution providers like Microsoft, Cisco, Genesys or others will be highly desirable.

• Excellent and assertive communications and influencing/negotiating skills are ideal pre-requisites.

• Minimum 10 years of specialist technical experience, ideally within a project based IT environment. During which it should include IT Project management (minimum 8-10 years), with good experience to industry std Project management and Development life Cycles, Change implementation planning and management, Systems Development Management, PM tools, Application support Business analysis, People management.

• Proven experience in working with Contact Centre business stakeholders and thoroughly understanding their requirements and translating those into technical specifications. Engage with Contact Centre team through planned and unplanned interactions to analyze performance gaps and put corrective actions in place.

• Define, implement & enhance end to end Contact Centre processes

• Identify, prioritize and drive initiatives across Business Units to push improvements, efficiency, root cause fix, and call & complaints reduction to deliver continuous improvement

• Experience of managing deployments to multiple sites and of working closely with site contacts is required.

• Track Action Plans and Project execution milestones proactively and ensure on time delivery.

• Strong technical skills in infrastructure areas.

• Strong vendor management skills.

• High level of stakeholder management capability, ability to liaise with Senior executives.

Education and Certifications

• Minimum undergraduate degree in a technical discipline.
• PMP or equivalent professional certification is a definite plus.
• Proficiency in written and verbal communication in English is a must.
• Arabic language is a good to have but not necessary.