Telephony Project Manager
JOB_53741224769601Job type
ContractLocation
Dundee & TaysideWorking Pattern
Flexible Working,Full-timeSpecialism
Project ManagementIndustry
Government & Public ServicesPay
£350pd - Outside IR35
Contact Centre Project Manager - Outside IR35 - Hybrid - Dundee - £350 per day - 6 Month Contract+
Project Manager – Unified Communications Implementation
6‑Month Contract
Role Overview
An organisation is undertaking a major transformation to replace its legacy telephony and contact centre infrastructure with a modern, cloud‑based, omni‑channel customer experience platform. A skilled Project Manager is required for a 6‑month engagement to lead the creation and delivery of a comprehensive implementation plan, ensuring successful migration to the new environment ahead of key project deadlines.
Key Responsibilities
- Develop and maintain a detailed project plan covering telephony, contact centre, customer experience platform, chatbot/webchat, conversational AI, licencing, call plans, training, and implementation.
- Lead the planning and coordination of the transition from a legacy Avaya Aura system to a cloud‑based omni‑channel platform.
- Manage governance processes and report to a senior project delivery board or steering group.
- Engage with internal stakeholders to define requirements, agree milestones, and plan resource allocation.
- Work closely with the appointed supplier to align delivery approaches, schedules, and integration activities.
- Plan phased migration activity, including SIP trunks, DDI numbers, and approximately 2,600 extensions.
- Coordinate testing activities, including acceptance criteria for telephony, contact centre, integrations, analytics, and reporting.
- Ensure effective training planning and knowledge transfer for operational teams.
- Identify, manage, and mitigate project risks, issues, dependencies, and scope changes.
- Ensure adherence to required security, performance, and compliance standards throughout the implementation.
Technical Scope
The remit covers delivery planning for:
- Cloud‑based telephony and contact centre platform
- Multi‑channel engagement including voice, email, SMS, and social media
- AI‑driven automation: chatbots, webchat, transcription, sentiment analysis, intelligent routing
- Integrations with systems such as Active Directory, Teams, and customer‑service platforms
- Licensing and call plan modelling
- Transition from physical handsets toward softphones and mobile client adoption
Required Skills & Experience
- Proven experience delivering complex ICT, unified communications, or customer experience transformation projects on time and within budget
- Strong communication and stakeholder‑management skills across technical and non‑technical groups.
- Excellent planning, scheduling, organisational, and coordination capabilities.
- Demonstrated ability to manage risk, dependencies, and multi‑team delivery environments.
- Subject‑matter understanding of telephony, contact centre technologies, automated call handling, and AI‑driven customer interaction tools.
- Leadership qualities including team motivation, conflict resolution, and decision‑making.
- Flexible and adaptable working style with strong problem‑solving ability.
- Project management certification (e.g., PRINCE2, PMP
Compliance, Security & Performance Requirements
Experience with or ability to oversee delivery in line with:
- ISO27001
- GDPR
- PCI‑DSS
- Cyber Essentials
- NCSC Cloud Security Principles
- Requirements for high availability, scalability, disaster recovery, and UK‑based data residency
Key Project Timeline
- Quotation Return Deadline: 21 January 2026
- Project Start Date: April 2026 onwards
- Telephony & Voice Channel (including Contact Centre) Go‑Live: By 30 September 2026
- Chatbot/Webchat & Other Channels: Delivered in subsequent phases
Telephony Project ManagerJOB_537412247696012026-02-112026-05-12
Talk to Luke Thornborrow, the specialist consultant managing this position
Located in Edinburgh, 4th Floor, 2 Lochrin Square, 96 FountainbridgeTelephone 01316038372Click here to access our Privacy Policy, which provides detailed information on how we use and protect your personal information, and your rights in relation to this.
JOB_53741224769601