Project Manager
We are searching for an experienced and skilled IVR Project Manager to join our team at Zensar Technologies Limited. The successful candidate will play a pivotal role in managing the end-to-end delivery of IVR projects, coordinating with various stakeholders, and driving the successful integration of IVR applications with CRM, databases, and APIs. This role requires a strong understanding of project management principles, IVR technologies, and customer contact center solutions, along with excellent communication and stakeholder management skills.
- Manage the full lifecycle of IVR projects, from gathering requirements to production deployment.
- Coordinate and collaborate with business stakeholders, product owners, developers, QA teams, and telecom vendors.
- Lead project planning, execution, and risk management, ensuring timely delivery and adherence to budgets and scope.
- Analyze and translate business requirements into technical specifications for IVR applications.
- Ensure seamless integration of IVR solutions with CRM systems, databases, APIs, and backend infrastructure.
- Conduct regular stakeholder meetings, provide project updates, and manage resource allocation effectively.
- Adhere to SDLC, release management, and change management processes, ensuring a smooth development lifecycle.
- Lead UAT activities, support production rollout, and monitor project risks and dependencies.
- Stay updated with the latest IVR technologies, telephony platforms, and customer contact center solutions.
- Foster a collaborative and innovative work environment, encouraging continuous improvement and knowledge sharing.
- Extensive experience in project management, with a proven track record of successful IVR project delivery.
- In-depth knowledge of IVR/Contact Center technologies, including Genesys, Cisco CVP/UCCE, Avaya, Nuance, and Amazon Connect.
- Understanding of call flows, voice bots, conversational AI, CTI integration, SIP/VoIP, and telecom infrastructure.
- Experience working with Agile, Scrum, and Waterfall methodologies, and a strong grasp of project planning and execution.
- Excellent stakeholder management and communication skills, with the ability to build strong relationships.
- Familiarity with cloud contact center solutions, particularly AWS/Amazon Connect, is preferred.
- Exposure to speech analytics, chatbots, and AI-based customer service platforms is an asset.
- Knowledge of API integrations and reporting tools to support data-driven decision-making.
- PMP, PRINCE2, Scrum Master, or Agile certifications are advantageous but not mandatory.
- A proactive and solutions-oriented mindset, with a passion for driving innovation and continuous improvement.