directeur informatique de Programme Contact Center - Niort (IT)
Core
Lead the end-to-end transformation and implementation of a new CCaaS (Contact Center as a Service) solution, replacing an aging system across the client group in France and international subsidiaries.
Role type
Senior Program Director (IT Transformation)
Builds
A new omnichannel Contact Center platform and associated infrastructure
Domain
Telecommunications / IT Infrastructure / Customer Experience
Required skills
Program management, IT transformation, stakeholder management, budget control, risk management, vendor management, migration planning, governance
Preferred skills
CCaaS expertise, omnichannel strategy, SIP/telephony knowledge, international project coordination
Technologies
CCaaS, SIP, SI integrations, reporting tools
Responsibilities
Define and maintain the global transformation trajectory, coordinate all deployment workstreams (telephony, network, security, data, migration), manage external partners and budgets, secure service continuity during migration, prepare the target operating model and handover to run teams.
Seniority
Senior, strategic leadership
