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FDM is a global business and technology consultancy seeking a CCaaS (Contact Centre as a Service) Transformation Programme Manager to work for our client within the insurance sector. This is initially a 6-month contract with the potential to extend and will be a hybrid role based in Edinburgh.
In this role, you will lead and manage enterprise-wide CCaaS transformation initiatives, driving strategic change and operational excellence across contact centre functions. Recent experience in contact centre transformation is highly desirable.
Responsibilities
* Lead and oversee multiple interconnected CCaaS transformation projects, ensuring successful delivery within defined scope, timelines, and budget.
* Develop and maintain detailed programme plans, manage project interdependencies, and provide regular progress updates to executive stakeholders.
* Drive the implementation and adoption of new CCaaS platforms across the organisation.
* Lead the delivery of the CCaaS transformation programme, managing the migration from Avaya to NICE in partnership with a third-party vendor.
* Collaborate with cross-functional teams, including senior leadership, developers, testers, data scientists, and external partners to drive programme success.
* Proactively identify risks and issues, implement mitigation strategies, and support smooth transitions to new contact centre systems.
* Monitor programme performance, delivering clear, actionable insights and transparent reporting to senior leadership.
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