Project Manager - Voice Transformation & Contact Centre Services
1 year contract
Come and join us!
Do you wish to work in a world-class organization trying your hands at something you have dreamt of doing
FIND YOUR PLACE by joining a world-class MNC Healthcare company
Get an opportunity to explore new technology, learn new skills, enjoy the diverse and open culture, engagement and care, flexible working model, career opportunities, competitive salary and bonus, and endless amenities and benefits.
Company Description:
Our client is an MNC Healthcare company. As a focused healthcare company, with expertise in Innovative Medicine and MedTech, they are empowered to tackle the world's toughest health challenges, innovate through science and technology, and transform patient care.
Position Summary
The Project Manager - Voice Transformation & Contact Centre Services will lead the planning, execution, governance, and delivery of enterprise voice and contact center initiatives. This role is responsible for managing Microsoft Teams Phone and Genesys Cloud implementations, coordinating multiple service providers, overseeing commercial and contractual obligations, tracking program progress, and ensuring successful delivery across business, technical, and operational workstreams.
The successful candidate will serve as the primary interface between business stakeholders, IT leadership, vendors, telecommunications providers, and implementation partners to ensure voice and contact centre services are deployed on time, within budget, and aligned with separation objectives.
Reporting to the Global Voice Services leadership team, this role will be accountable for coordinating cross-functional delivery across business, IT, procurement, legal, finance, telecommunications carriers, Microsoft, Genesys, and managed service partners across relevant separation markets.
Key Responsibilities
Program Management
- Lead end-to-end delivery of voice and contact centre projects
- Develop and maintain project plans, milestones, dependency tracking, and executive reporting.
- Drive project governance, steering committee updates, and stakeholder communications.
- Track progress against program objectives and escalate risks, issues, and decisions requiring leadership intervention.
- Ensure adherence to project management methodologies and organisational governance standards.
Microsoft Teams Voice & Genesys Contact Centre Implementation
- Manage deployment of Microsoft Teams Phone and Genesys Cloud contact centre solutions.
- Coordinate migration from legacy telephony and contact centre platforms to modern Microsoft Teams Voice and Genesys Cloud services.
- Lead requirements gathering, solution design reviews, testing, training, cutover planning, go-live activities, user adoption, and operational readiness.
- Manage integrations between Genesys, telephony platforms, CRM systems, and business applications.
- Ensure business continuity and service readiness throughout deployment.
Service Provider, Vendor & Commercial Management
- Manage relationships with telecommunications carriers, implementation partners, Genesys partners, Microsoft partners, and managed service providers.
- Coordinate delivery activities across multiple vendors, partners, and geographies to ensure alignment with project milestones and separation timelines.
- Monitor vendor performance, project deliverables, SLAs, contractual obligations, and service commitments.
- Support commercial negotiations for telecom, contact centre, and managed service contracts.
- Review Statements of Work (SOWs), change requests, service agreements, and vendor proposals.
- Track project financials, budget consumption, forecasting, and cost optimisation opportunities.
- Work closely with procurement, legal, finance, and vendor management teams to ensure commercial commitments align with business requirements.
- Resolve escalations and drive accountability for delivery, contractual, and commercial commitments.
Required Qualifications
- Bachelor's degree in information technology, Telecommunications, Engineering, Business, or related discipline with minimum 5 years in Project Management
- Project Management certification (PMP, PRINCE2, Agile, or equivalent) preferred.
- Proven experience delivering enterprise telephony and voice transformation projects.
- Experience managing Microsoft Teams Phone implementations.
- Experience managing Genesys Cloud or enterprise contact centre deployments.
- Demonstrated experience managing third-party vendors and telecommunications service providers.
- Experience overseeing budgets, contracts, procurement activities, and commercial negotiations.
- Experience within mergers, acquisitions, divestitures, or separation programs is highly desirable.
Interested parties, please apply through this link https://jnj-apac.talent pool.com/projects OR click on APPLY button. Alternatively, you can share your CV at [Confidential Information]
EA License: 94C3609
Reg No: R1440247
