Telephony Project Manager

Project Manager – Unified Communications Implementation

6-Month Contract

Role Overview

An 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 a comprehensive implementation plan, ensuring successful migration to the new environment ahead of key project deadlines.

Key Responsibilities

• Develop and maintain a detailed project plan covering telephony, contact centre, customer experience platform, chatbot/webchat, conversational AI, licencing, call plans, training, and implementation.
• Lead the planning and coordination of the transition from a legacy Avaya Aura system to a cloud-based omni-channel platform.
• Manage governance processes and report to a senior project delivery board or steering group.
• Engage with internal stakeholders to define requirements, agree milestones, and plan resource allocation.
• Work closely with the appointed supplier to align delivery approaches, schedules, and integration activities.
• Plan phased migration activity, including SIP trunks, DDI numbers, and approximately 2,600 extensions.
• Coordinate testing activities, including acceptance criteria for telephony, contact centre, integrations, analytics, and reporting.
• Ensure effective training planning and knowledge transfer for operational teams.
• Identify, manage, and mitigate project risks, issues, dependencies, and scope changes.
• Ensure adherence to required security, performance, and compliance standards throughout the implementation.

Technical Scope

• Cloud-based telephony and contact centre platform
• Multi-channel engagement including voice, email, SMS, and social media
• AI-driven automation: chatbots, webchat, transcription, sentiment analysis, intelligent routing
• Integrations with systems such as Active Directory, Teams, and customer-service platforms
• Licensing and call plan modelling
• Transition from physical handsets toward softphones and mobile client adoption

Required Skills & Experience

• Proven experience delivering complex ICT, unified communications, or customer experience transformation projects on time and within budget
• Strong communication and stakeholder-management skills across technical and non-technical groups.
• Excellent planning, scheduling, organisational, and coordination capabilities.
• Demonstrated ability to manage risk, dependencies, and multi-team delivery environments.
• Subject-matter understanding of telephony, contact centre technologies, automated call handling, and AI-driven customer interaction tools.
• Leadership qualities including team motivation, conflict resolution, and decision-making.
• Flexible and adaptable working style with strong problem-solving ability.
• Project management certification (e.g., PRINCE2, PMP

Compliance, Security & Performance Requirements

• ISO27001
• GDPR
• PCI-DSS
• Cyber Essentials
• NCSC Cloud Security Principles
• Requirements for high availability, scalability, disaster recovery, and UK-based data residency

Key Project Timeline

• Quotation Return Deadline: 21 January 2026
• Project Start Date: April 2026 onwards
• Telephony & Voice Channel (including Contact Centre) Go-Live: By 30 September 2026
• Chatbot/Webchat & Other Channels: Delivered in subsequent phases

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