Project Manager – Unifiedmunications Implementation6‑Month ContractRole OverviewAn 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 aprehensive implementation plan, ensuring successful migration to the new environment ahead of key project deadlines.
Key Responsibilities
1. Develop and maintain a detailed project plan covering telephony, contact centre, customer experience platform, chatbot/webchat, conversational AI, licencing, call plans, training, and implementation.
2. Lead the planning and coordination of the transition from a legacy Avaya Aura system to a cloud‑based omni‑channel platform.
3. Manageernance processes and report to a senior project delivery board or steering group.
4. Engage with internal stakeholders to define requirements, agree milestones, and plan resource allocation.
5. Work closely with the appointed supplier to align delivery approaches, schedules, and integration activities.
6. Plan phased migration activity, including SIP trunks, DDI numbers, and approximately 2,600 extensions.
7. Coordinate testing activities, including acceptance criteria for telephony, contact centre, integrations, analytics, and reporting.
8. Ensure effective training planning and knowledge transfer for operational teams.
9. Identify, manage, and mitigate project risks, issues, dependencies, and scope changes.
10. Ensure adherence to required security, performance, andpliance standards throughout the implementation.
Technical Scope
The remit covers delivery planning for:
11. Cloud‑based telephony and contact centre platform
12. Multi‑channel engagement including voice, email, SMS, and social media
13. AI‑driven automation: chatbots, webchat, transcription, sentiment analysis, intelligent routing
14. Integrations with systems such as Active Directory, Teams, and customer‑service platforms
15. Licensing and call plan modelling
16. Transition from physical handsets toward softphones and mobile client adoption
Required Skills & Experience
17. Proven experience deliveringplex ICT, unifiedmunications, or customer experience transformation projects on time and within budget
18. Strongmunication and stakeholder‑management skills across technical and non‑technical groups.
19. Excellent planning, scheduling, organisational, and coordination capabilities.
20. Demonstrated ability to manage risk, dependencies, and multi‑team delivery environments.
21. Subject‑matter understanding of telephony, contact centre technologies, automated call handling, and AI‑driven customer interaction tools.
22. Leadership qualities including team motivation, conflict resolution, and decision‑making.
23. Flexible and adaptable working style with strong problem‑solving ability.
24. Project management certification (, PRINCE2, PMP
Experience with or ability to oversee delivery in line with:
25. ISO27001
26. GDPR
27. PCI‑DSS
28. Cyber Essentials
29. NCSC Cloud Security Principles
30. Requirements for high availability, scalability, disaster recovery, and UK‑based data residency
Key Project Timeline
31. Quotation Return Deadline: 21 January 2026
32. Project Start Date: April 2026 onwards
33. Telephony & Voice Channel (including Contact Centre) Go‑Live: By 30 September 2026
34. Chatbot/Webchat & Other Channels: Delivered in subsequent phases
#4769601 - Luke Thornborrow