Senior Project Manager

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