Manager Contact Center Implementation

2 weeks ago

Karachi, Sindh, Pakistan Systems Limited Full time 600,000 - 1,200,000 per year

We are seeking a Program Manager with hands-on experience in leading CCaaS and Contact Center rollouts and transformations, focused on delivering scalable and seamless omnichannel customer experiences. The ideal candidate will be a strong cross-functional communicator, able to align business, operations, and development teams through fast-moving project cycles.

Key Responsibilities:

  • Lead end-to-end delivery of contact center implementations (CCaaS, omnichannel, IVRs, AI/GenAI chatbots, CRM integrations, analytics platforms).
  • Partner with business, operations, and development teams to align goals, manage expectations, and ensure smooth execution.
  • Manage project timelines, budgets, risks, and dependencies while ensuring on-time, high-quality delivery.
  • Translate business requirements into actionable technical deliverables for cross-functional teams.
  • Drive adoption of best practices in agile delivery while flexing to waterfall/hybrid as needed.
  • Monitor performance metrics and continuously improve processes to enhance customer experience.
  • Identify and resolve project blockers, keeping stakeholders informed at all times.

Requirements:

  • 3–5 years of program/project management experience in contact center or CCaaS implementations.
  • Strong knowledge of contact center ecosystems and CX impact.
  • Expertise in agile, waterfall, and hybrid delivery models.
  • Excellent communication and stakeholder management skills.

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