Job 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
