Responsibilities

• Lead cross-functional teams (architects, analysts, engineers, developers, integrators) to deliver a large-scale contact centre migration to a SaaS platform, covering 100+ call flows, API integrations, and routing for ~1000 agents.
• Define and manage project scope, requirements, and architecture in partnership with business, compliance, and customer experience stakeholders.
• Oversee IVR design lifecycle, telephony migration (SIP/ISDN/cloud), and seamless API/system integrations with CRM, databases, and ticketing tools.
• Govern testing frameworks (Unit, SIT, Performance, UAT), ensuring quality, risk mitigation, and defect triage.
• Drive user adoption through training, documentation, and readiness programs for agents and supervisors.
• Manage vendors, SLAs, and stakeholder communications, reporting progress to both customers and company leadership.

Requirements

• 10+ years of experience delivering contact centre solutions.
• PMP or Scrum Master certification.
• Hands-on expertise with leading vendor platforms (Avaya, Genesys, NICE, Cisco, Huawei, or similar)