IT Project Manager (Contact Centre)

La Fosse are currently partnered with a customer who are looking to hire an experienced IT Project Manager into their team, to support on a Contact Centre programme of work.

Role is initially 6 months with view to extend, inside IR35 and paying £600-700 per day. London based, and 50/50 between office and home working.

• Lead the end-to-end delivery of the strategic contact centre transformation, consolidating platforms onto a Microsoft-based stack (Dynamics + Power Platform) and minimizing additional cloud providers unless commercially justified.
• Demonstrated experience as a senior project manager leading large-scale, complex technology or transformation projects, ideally within contact centre or customer experience domains.
• Validate that Microsoft solutions meet all functional requirements, supplementing with third-party tools where necessary.
• Modernise infrastructure to deliver intelligent routing, voice recognition, self-service, and analytics across all customer channels.
• Enable conversational AI, including multichannel support, sentiment analysis, predictive support, and advanced speech/text analytics.
• Align technology and operating models to support both insourced and outsourced contact centre operations across the UK, US, and Europe.