Senior Project Manager to manage enterprise-scale contact center Cloud solutions, specializing in deploying AI-powered call handlers and voice solutions re

Our enterprise public client is looking for a Senior Project Manager to manage enterprise-scale contact center Cloud solutions, specializing in deploying AI-powered call handlers and voice solutions related initiatives - 0180354

12 months contract, Vancouver based - 3 days/week in office, (may need to report to the office frequently depending on project requirement.); 40 hours/week

Must Have:

• 9+ years of Project management of medium to large initiatives in an enterprise environment ideally within Public sector with both Agile/Scrum and traditional methodologies
• Experience with Contact Center implementations and Contact Center technologies in an Enterprise level organization.
• Technical knowledge of contact center solutions, especially AI-powered call handling and voice integration
• Understanding of system integration, security, and compliance best practices
• Experience in developing and maintaining detailed project plans covering scope, timeline, milestones, deliverables, and resource allocation
• Excellent cross-functional collaboration and stakeholder management skills
• Effective communication skills for coordinating between business stakeholders, technical teams, and vendors
• Understanding of system integration, security, and compliance best practices
• Ability to establish, monitor, and analyze key performance indicators (KPIs) and implement risk mitigation strategies
• Strong organizational skills for managing project documentation and transparent reporting
• Competency in planning and delivering user training, change management, and post-implementation support
• Commitment to continuous improvement, including the ability to gather feedback and apply lessons learned to future projects

Responsibilities:

• Develop and maintain a comprehensive project plan outlining scope, timeline, milestones, deliverables, and resource allocation for the contact center implementation.
• Facilitate cross-functional collaboration between stakeholders, technical teams, and vendors to ensure clear communication and alignment on project objectives and requirements.
• Apply Agile, Scrum, and traditional project management methodologies as appropriate, adapting processes to fit the organizational context and project complexity.
• Oversee the deployment and integration of AI-powered call handlers and voice solutions, ensuring compatibility with existing systems and adherence to best practices for security and compliance.
• Establish and monitor key performance indicators (KPIs) to track project progress, identify risks, and implement mitigation strategies promptly.
• Conduct regular status meetings, provide transparent reporting to stakeholders, and manage project documentation throughout the project lifecycle.
• Ensure user training, change management, and post-implementation support are included as part of the project deliverables.
• Drive continuous improvement by incorporating lessons learned and feedback into future project phases or initiatives.