Pensions Project Manager - Contact Centre
Pensions Project Manager - Contact Centre
This for our client who are an international professional services company. This will be on a short term contract initially, Inside IR35 and based working remotely.
We are seeking a skilled Project Manager to join the Pensions programme. The ideal candidate will have experience in delivering contact centre solutions and applications within the pensions sector. This role involves working on several key workstreams to enhance and integrate our systems effectively.
Key Responsibilities
Contact Centre Workstreams:
- - Deliver specific workstreams focused on integrating AWS (Contact Solution) with the Microsoft Dynamics product suite.
- - Configure core telephony capabilities for client-specific deliveries.
- - Implement and customize Chat/Chatbot solutions, including Chatbot and Webchat (agent assist) functionalities for voice integration tailored to client needs.
- - Oversee the Workforce Management (WFM) solutions for the contact centre.
Internal Web Application/Solution Development:
- - Deliver solutions for Account Management, Contact Management, and Case Management specifically for Pensions administrators.
- - Create and manage a Knowledge Base and Interactions Management system to support the Digital Engagement Team's marketing efforts.
Member Mobile App Development:
- - Leverage existing functionality and core journeys from broader Digital Product deliveries to facilitate the rollout of a Member Mobile App across Pensions.
Qualifications:
- - Proven experience in delivering contact centre solutions, particularly with AWS and Microsoft Dynamics.
- - Strong understanding of telephony systems and chat solutions within a contact centre environment.
- - Experience in developing web applications for account and case management.
- - Familiarity with mobile app development, especially in a financial or pensions context.
- - Excellent communication and project management skills.
Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.