Job Description

We are looking for an experienced Senior Project Manager to lead our project of migrating our existing telephony system to the cloud.



The ideal candidate must have extensive experience in telephony systems, cloud technologies, and integration of quality measurement and workforce planning tools. The Project Manager will ensure that the new system aligns with specific business unit operational goals, enhances customer experience, and integrates seamlessly with existing workflows and technologies.

Key Responsibilities:

Contract and manage the business resources that will deliver the Manage the end-to-end implementation of the call center system for the assigned business unit. Collaborate with business unit leaders to define requirements, success criteria, and user journeys. Manages a project team that will translate business requirements into technical specifications and ensure alignment with IT and vendor teams. Manage the delivery of business specific integrations together with the specific business and IT teams. Management and the delivery of the business unit's scope within the program's timelines. Develop and maintain detailed project plans, timelines, and resource allocations. Coordinate with cross-functional teams including IT, operations, training, and change management.

Qualifications: Grade 12 (Matric)

Bachelor's degree with majors in Project Management or an equivalent qualification (advantageous). PRINCE2 or PMP certification. Solid understanding of PMBOK project management principles.




Requ

ired Experience:

Minimum of 7 years' project management experience, preferably in customer service environments. Experience in managing the delivery and deployment of complex business systems and integration. Experience in change management and user training. Knowledge of Agile or hybrid delivery methodologies including Cloud and SaaS technologies. Background in customer service operations or process improvement. Experience in call center technologies and platforms is advantageous.

Knowledge and Skills:

In-depth understanding of project life cycles and methodologies. Advanced proficiency in project management tools (Excel, PowerPoint, Word, MS Project, JIRA, PPO). Strong analytical and documentation skills. Strong knowledge of cloud technologies and platforms. Familiarity with workforce planning tools and techniques.

Core competencies:

Strong stakeholder engagement and communication skills. Ability to bridge the gap between business needs and technical solutions. Excellent organizational and time management abilities. * Analytical mindset with a focus on user experience and operational efficiency.