Telephony Project Manager

As a project manager, you will lead the preparation, tendering, implementation, and adoption of a new telephony environment. You will connect technology with the daily practice of the Customer Contact Center (CCC) and consider the needs of residents to reach the organization by phone.

What you will do.

• Inventory wishes, requirements, and bottlenecks at the CCC, ICT, and other involved departments, and translate these into a plan of approach with planning, budget, risks, and responsibilities.
• Guide the tendering process together with Procurement and involved colleagues, and prepare the supplier selection.
• Investigate possibilities such as automatic call distribution, reports, and AI. Also consider the connection to existing systems, privacy, and information security.
• Direct the chosen supplier and internal parties in the technical and functional setup. Monitor planning, budget, quality, and progress.
• Organize technical and functional tests of the complete telephone customer journey, including accessibility, choice menus, waiting times, call forwarding, and handling outside opening hours.
• Guide employees with instructions, training, and support, and ensure a smooth handover to functional and technical management.
• Also ensure that the current telephony environment remains stable until the new solution is ready. Identify malfunctions and bottlenecks, provide substantive and operational guidance to functional management, and address stakeholders regarding agreements.