Project Manager — Contact Centre Transformation
Core
Lead business delivery for an insourcing contact centre transformation, modernizing agent desktops, enabling near-real-time data, and integrating AI into operations.
Role type
Senior Business Project Manager (Contact Centre Transformation)
Builds
Modernized agent desktops, near-real-time member data capabilities, and AI-integrated contact centre workflows.
Domain
Financial Services (Superannuation) / Contact Centre Operations
Deliverable
production ML models | product features
Required skills
Business Project Management, Contact Centre Operations, Requirements Analysis, Stakeholder Alignment, AI Operational Integration, AWS Delivery, Microsoft Dynamics, Business Analysis Leadership, Insourcing/Migration Management
Preferred skills
Superannuation/Wealth Management background, Conversational AI implementation experience
Technologies
AWS (Amazon Connect), Microsoft Dynamics, Conversational AI, Agent-Assist Tools
Responsibilities
Lead end-to-end delivery of business workstreams across the insourcing programme, Direct a BA team through requirements and process definition, Partner with member experience to improve agent workflows, Align product, technical PMs, architects, and operations leaders, Land AI in operations from use case to embedded process, Coordinate business delivery with technical leads on AWS and Dynamics, Own planning, RAID, and reporting to programme governance
