Project Manager - Unified Communications Implementation
6-Month Contract
Role Overview
An organisation is undertaking a major transformation to replace its legacy telephony and contact centre infrastructure with a modern, cloud-based, omni-channel customer experience platform. A skilled Project Manager is required for a 6-month engagement to lead the creation and delivery of a comprehensive implementation plan, ensuring successful migration to the new environment ahead of key project deadlines.
Key Responsibilities
* Develop and maintain a detailed project plan covering telephony, contact centre, customer experience platform, chatbot/webchat, conversational AI, licencing, call plans, training, and implementation.
* Lead the planning and coordination of the transition from a legacy Avaya Aura system to a cloud-based omni-channel platform.
* Manage governance processes and report to a senior project delivery board or steering group.
* Engage with internal stakeholders to define requirements, agree milestones, and plan resource allocation.
* Work closely with the appointed supplier to align delivery approaches, schedules, and integration activities.
* Plan phased migration activity, including SIP trunks, DDI numbers, and approximately 2,600 extensions.
* Coordinate testing activities, including acceptance criteria for telephony, contact centre, integrations, analytics, and reporting.
* Ensure effective training planning and knowledge transfer for operational teams.
* Identify, manage, and mitigate project risks, issues, dependencies, and scope changes.
* Ensure adherence to required security, performance, and compliance standards throughout the implementation.
Technical Scope
* Cloud-based telephony and contact centre platform
* Multi-channel engagement including voice, email, SMS, and social media
* AI-driven automation: chatbots, webchat, transcription, sentiment analysis, intelligent routing
* Integrations with systems such as Active Directory, Teams, and customer-service platforms
* Licensing and call plan modelling
* Transition from physical handsets toward softphones and mobile client adoption
Required Skills & Experience
* Proven experience delivering complex ICT, unified communications, or customer experience transformation projects on time and within budget
* Strong communication and stakeholder-management skills across technical and non-technical groups.
* Excellent planning, scheduling, organisational, and coordination capabilities.
* Demonstrated ability to manage risk, dependencies, and multi-team delivery environments.
* Subject-matter understanding of telephony, contact centre technologies, automated call handling, and AI-driven customer interaction tools.
* Leadership qualities including team motivation, conflict resolution, and decision-making.
* Flexible and adaptable working style with strong problem-solving ability.
* Project management certification (e.g., PRINCE2, PMP
Compliance, Security & Performance Requirements
* ISO27001
* GDPR
* PCI-DSS
* Cyber Essentials
* NCSC Cloud Security Principles
* Requirements for high availability, scalability, disaster recovery, and UK-based data residency
Key Project Timeline
* Quotation Return Deadline: 21 January 2026
* Project Start Date: April 2026 onwards
* Telephony & Voice Channel (including Contact Centre) Go-Live: By 30 September 2026
* Chatbot/Webchat & Other Channels: Delivered in subsequent phases
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