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Engagement Leader, London (City of London)
Client:
Location:
London (City of London), United Kingdom
Job Category:
Other
-
EU work permit required:
Yes
Job Views:
2
Posted:
26.08.2025
Expiry Date:
10.10.2025
Job Description:
As an Engagement Leader, you will leverage your robust technical background in contact centre technologies to address business needs through a consultative approach. Your responsibilities include leading end-to-end technical discussions covering Conversational AI, analytics, project infrastructure, APIs, integration, voice loggers, and IVR systems. The role offers a hybrid remote work environment with 50% travel to customer sites. During onsite visits, you will engage directly with clients to understand requirements, provide technical expertise, and oversee project implementations. Your ability to communicate technical concepts effectively and build strong relationships with stakeholders is pivotal in driving project success and delivering solutions aligned with business objectives. You must be fluent in Spanish and English.
Responsibilities:
* Scope Management - Develop, clarify, and manage the project scope, defining deliverables and ensuring targeted outcomes are achieved.
* Requirement Collaboration - Collaborate with stakeholders to derive both functional and non-functional requirements essential for project success.
* Project Management Deliverables - Develop, maintain, and distribute standard project management deliverables such as implementation plans, project schedules, budgets, issues logs, meeting minutes, risk assessments, and status presentations to ensure successful project launches.
* Stakeholder Management - Manage internal and external stakeholders, subcontractor partners, and project team members, ensuring the accuracy of project data in internal systems.
* Presentation & Relationship Management - Present project results to customer stakeholders through insightful recommendations. Build deep client relationships, network, and act as a thought partner, anticipating business problems and delivering exceptional service.
Skill Assessment:
Customer Facing, Vertical Knowledge, Product Knowledge, Technical Knowledge
Desired Experience:
* 8 to 10 years of experience in Project / Program Management, account management, professional services, or related fields.
* Professional PM certification such as PMP, Prince2, ITIL, Agile, SCRUM, or equivalent.
* Experience working on contact center technologies.
* Ability to handle multiple projects simultaneously.
* Understanding of Project Management processes, strategies, and methods.
* Experience in collaborative team environments.
* Proactive problem-solving skills.
* Strong communication skills in English and Spanish.
* Willingness to travel 50% of the time to client sites.
Good to Have:
* Experience in deploying speech analytics, Conversational Bots, or Agent Assist technologies.
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