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AI Summary
At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.
About the Role
We’re looking for a Senior Project Manager to support the delivery of contact centre and CX transformation programmes across a range of clients and industries. This role begins as a 6‑month fixed‑term contract. We anticipate ongoing needs in the team, so there may be an opportunity to move into a longer‑term or permanent position for the right candidate.
You’ll lead high-impact CX and digital transformation projects ensuring delivery doesn’t stop at go-live, but translates into real business outcomes such as improved customer experience, reduced cost to serve, and increased operational efficiency.
You’ll work across people, process, and technology, partnering with a broad range of stakeholders to deliver for our clients and build the foundations for scalable, sustainable change.
Why Join Us
- Work on cutting-edge CX and AI-driven transformation programmes
- Exposure to enterprise clients and senior stakeholders
- Strong focus on outcomes, value, and impact, not just delivery
- Join a team that blends consulting, delivery, and innovation
- Lead end-to-end delivery of CX and technology projects across multiple workstreams
- Own project plans, timelines, RAID logs, and dependency management
- Coordinate cross-functional teams (business, technology, vendors)
- Run governance forums and support SteerCo / executive updates
- Track delivery against scope, budget, and expected outcomes
- Proactively identify and escalate risks, issues, and trade-offs
- Ensure solutions land effectively and support adoption and change
- Maintain strong stakeholder alignment across client and internal teams
Governance, Alignment & Project Portfolio Delivery
- Translate scope into clear delivery plans, milestones and measurable outcomes, not just activities
- Support programme sequencing, dependencies and priorities to maximise value
- Identify and challenge overlaps, redundancies or competing priorities, so that you contribute to creating a single, joined‑up delivery roadmap
- Coordinate timelines, resources, and dependencies across multiple workstreams and suppliers
- Apply agile and hybrid methodologies to:
- Enable speed where it adds value
- Maintain control, predictability, and commercial discipline
- Lead governance forums that are decision‑focused, not just reporting‑driven
- Drive alignment across business, technology, and delivery teams to establish and maintain strong working relationships across TTEC Digital and client business
- Spot opportunities to expand services through emerging needs and priorities
Value & Financial Accountability
- Manage the project commercials including:
- Forecasting, invoicing, margin, and resources
- Proactive identification of pressure points
- Maintain focus on value tracking and benefits realisation at project / portfolio level
- Surface risks to value early and enable data‑driven decision making
Technology and Platform Awareness
- Work closely with technical and architecture teams to ensure delivery feasibility
- Manage risks across integrations, platforms, and third-party vendors
- Support delivery across CX platforms, contact centre technologies, and digital initiatives
- Identify patterns, risks, and scaling opportunities across initiatives
Relationship Building & Communication
- Act as the primary client interface and trusted delivery partner, building strong, outcome‑focused relationships across business, technology and executive stakeholders
- Establish and lead clear, structured communication and governance, ensuring stakeholders are consistently informed, engaged and aligned throughout delivery
- Drive proactive, transparent communication of progress, risks and trade‑offs, enabling timely decisions and maintaining confidence at all levels
- Actively engage, challenge and influence stakeholders, ensuring expectations are managed, decisions are informed, and outcomes remain aligned to business objectives
- 5+ years’ experience project management experience, preferably in a professional services environment.
- Experience coordinating multi discipline teams, preferably working in multinational and in onshore/offshore project set ups
- Proven experience delivering complex business systems/ CX / contact centre / digital transformation programmes
- Structured thinking and problem-solving skills
Desirable
- Experience with CCaaS, AI, automation, or enterprise CX platform implementations
- Certifications such as PMP, PRINCE2, Agile / Scrum
- An interest in CX innovation, AI and continuous improvement
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