As an IT Project Leader Customer Contact, you will play a key role in the further digitalization of customer interaction for a large number of customers. A decisive, connecting Project Leader is sought for a utility company. You will lead innovative change and implementation projects at the intersection of Customer Service, Processes, and IT.
This includes selecting and implementing a modern omnichannel contact center platform (CCaaS), integrating smart AI applications, and streamlining customer processes (meter readings, digital communication). A strategic and hands-on change role where you bridge the gap between Business, IT, and external suppliers.
What you will do.
- Lead the entire cycle of digital customer contact initiatives; from roadmap to commissioning.
- Determine the approach, monitor budget, planning, quality, and risks, and provide content-driven guidance to project teams within customer contact, digitalization, and IT projects.
- Guide the selection, tendering, integration, and implementation of modern customer contact and contact center platforms.
- Practically apply innovative technologies to increase efficiency and customer satisfaction (e.g., Agent Assist, chatbots, intelligent routing, and data-driven performance management).
- Realize seamless connections between the CCaaS platform, customer systems, and the underlying IT application landscape, with an eye for optimized customer processes (e.g., meter reading and customer administration).
- Connect stakeholders from Customer Service, Information Management, and IT. Manage external suppliers and ensure support and organizational adoption.
What they ask
- Completed HBO or WO education (e.g., Computer Science, Business Administration, Information Management, or related).
- Minimum 5 years of experience as a Project Leader in complex IT and change projects.
- Demonstrable experience with the selection and implementation of modern omnichannel customer contact and contact center platforms (CCaaS).
- Knowledge and experience with current customer contact developments and AI applications (Agent Assist, chatbots, smart routing).
- Experience with both Agile/Scrum and traditional project management methodologies.
- Experience with European tendering processes and contract/supplier management within IT.
- Experience in a utility company, government, capital-intensive services, or a regulated sector is a significant plus.
Profile
- Decisive and connecting.
How to apply
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