Project Manager / Implementation Lead - CCaaS

About the role

A remote, international project is seeking an experienced Project Manager / Implementation Lead to lead the implementation of a cloud-based Contact Center platform (CCaaS). The person selected will be the main link between business stakeholders, IT teams, contact center operations and external technology providers, ensuring a smooth and successful implementation.

Key responsibilities

• Lead and coordinate the implementation of a CCaaS platform, managing vendors and external partners
• Gather business requirements and turn them into functional specifications
• Coordinate integration requirements with CRM and other enterprise systems
• Lead testing activities, including User Acceptance Testing (UAT)
• Coordinate go-live activities and post-implementation support
• Manage training and change management activities
• Monitor project timelines, risks, issues and stakeholder communication
• Coordinate cross-functional teams across business, IT and procurement

Required profile

• At least 5 years of experience leading enterprise software, SaaS or Contact Center implementation projects
• Proven experience managing technology projects and working directly with clients or business stakeholders
• Fluent Italian and English, written and spoken
• Nice to have: Project Management or Contact Center certifications; knowledge of SIP, VoIP and CTI technologies

Required skills

• Experience with Contact Center platforms such as Sprinklr, Genesys, Amazon Connect, Cisco Webex Contact Center, RingCentral or similar (previous Sprinklr experience is not mandatory)
• Good understanding of contact center processes: call routing, IVR, call flows, reporting and CRM integrations
• Ability to translate business needs into functional and project requirements
• Excellent communication, organizational, problem-solving and stakeholder management skills