Location: Manchester (North West preferred) – 2-3 days on-site (potentially up to 4 days per week) Duration: 15 to 24 months Programme Type: Waterfall (not Agile) Key Responsibilities: Lead and drive large-scale contact centre digital transformation projects , ensuring successful delivery within government frameworks . Develop and maintain detailed project plans covering contact centre technologies, telephony, customer service platforms, and workforce management systems . Identify and manage project risks, issues, and dependencies, ensuring seamless integration of new contact centre solutions . Work closely with operations, IT, and customer service teams to implement scalable and efficient contact centre platforms . Ensure compliance with critical infrastructure standards , keeping security, resilience, and customer experience at the forefront. Demonstrated experience leading digital projects in contact centre environments. Background in delivering projects within government and large-scale programme settings . Strong Waterfall project management expertise – must be comfortable working in structured delivery, not Agile . Proven ability to present and communicate project plans to senior stakeholders, instilling confidence and trust . Expertise in contact centre technologies , including IVR, CRM, ACD, omnichannel platforms, and workforce optimisation tools . Ideal Candidate: Based in the North West region for easier access to Manchester. Experience delivering contact centre infrastructure and operational improvements in a high-volume customer service environment . Strong understanding of government service operations and regulatory compliance in contact centre settings. Seniority level Mid-Senior level Employment type Contract Job function Information Technology Industries IT Services and IT Consulting #J-18808-Ljbffr
