Job Purpose
Responsible for managing and coordinating Contact Center IT projects, ensuring timely delivery, stakeholder alignment, and effective project governance. The role involves project planning, progress tracking, risk management, vendor coordination, resource management, and reporting. Ensure successful implementation of Contact Center technologies, including Dialer, IVR, Voice Bot, CRM integrations, and other business applications.
Duties and Responsibilities
Project Planning & Management
• Prepare and maintain detailed project plans, timelines, milestones, and deliverables.
• Track project progress and ensure delivery within agreed timelines.
• Coordinate with development, infrastructure, network, database, and business teams.
• Manage project dependencies and ensure timely resolution of blockers.
• Support multiple Contact Center IT projects simultaneously.
Project Governance & Reporting
• Prepare weekly and monthly project status reports.
• Maintain project dashboards, trackers, and management presentations.
• Conduct project review meetings and publish Minutes of Meeting (MOM).
• Track project milestones, risks, issues, and action items.
• Ensure adherence to project governance and approval processes.
Stakeholder & Vendor Management
• Coordinate with internal business teams, IT stakeholders, and external vendors.
• Follow up with respective teams for timely completion of deliverables.
• Manage stakeholder communication and project escalations.
• Coordinate with technology partners for project implementation and support.
• Ensure alignment between business requirements and technical delivery.
Requirement & Change Management




• Coordinate requirement gathering and Business Requirement Document (BRD) preparation.
• Track requirement changes and their impact on project timelines.
• Maintain scope, change requests, and approval documentation.
• Coordinate with solution architects and development teams for solution finalization.
Testing & Go-Live Coordination
• Coordinate SIT, UAT, CUG, and production deployment activities.
• Track testing progress, defects, and closure status.
• Prepare Go-Live checklists and ensure required approvals are obtained.
• Coordinate production releases and post-Go-Live monitoring.
• Track post-deployment issues until closure.
Risk, Resource & Budget Management
• Identify project risks, dependencies, and delivery challenges.
• Maintain Risk, Action, Issue, and Dependency (RAID) trackers.
• Monitor resource allocation and utilization.
• Track project budgets, vendor deliverables, and commercial approvals.
• Escalate critical risks and delays to management.
Key Decisions / Dimensions
• Define and maintain project tracking and reporting mechanisms.
• Prioritize project activities based on business requirements.
• Identify and escalate risks, issues, and project delays.
• Recommend improvements in project execution and governance.




• Coordinate project milestones and delivery commitments.
• Recommend project readiness for testing and production deployment.
• Escalate scope, budget, and resource changes for appropriate approvals.|Key numerical data which will reflect the scope and scale of activities concerning this job
Major Challenges
# Challenge Description
1 Project Timelines Ensure projects are delivered within committed timelines.
2 Multiple Projects Manage several projects and priorities simultaneously.
3 Stakeholder Coordination Align business, IT, and vendor teams.
4 Dependency Management Resolve cross-team dependencies and blockers.
5 Scope Changes Manage changing business requirements.
6 Resource Availability Ensure required resources are available for delivery.
7 Project Risks Identify and mitigate risks proactively.
8 Governance Maintain accurate reporting, approvals, and documentation.
Required Qualifications and Experience
Minimum acceptable proficiency for this job which best indicates the education and/or experience requirements of this job and not the incumbent)

Educational Qualifications
a) BE/B.Tech in Computer Science, IT, Electronics, or a related field.
b) MBA or Project Management certification will be an added advantage.
c) PMP, PRINCE2, Agile, or Scrum certification preferred.

Experience
• 4–7 years of experience in IT Project Management or PMO.
• Experience managing technology implementation and application delivery projects.
• Experience in Contact Center, Telecom, BFSI, or enterprise IT projects preferred.
• Positive understanding of Agile and Waterfall project management methodologies.

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