IT Program & Project Management Consultant

IT Project Manager – CX / Contact Center

Role Overview

An IT Project Manager responsible for delivering customer experience (CX) and contact center technology initiatives that support business operations, service quality, and customer satisfaction. This role manages the execution of contact center–related IT projects end-to-end, coordinating business stakeholders, IT teams, and vendors to ensure solutions are delivered on time, within scope, and aligned to CX objectives.

The role focuses on implementation and optimization of contact center platforms, integrations, and digital channels, operating under established governance while collaborating closely with architecture, operations, and CX leadership.

Key Responsibilities

IT Project Planning & Delivery

• Manage end-to-end delivery of multiple concurrent IT projects related to contact center and customer experience platforms.
• Develop and maintain project schedules, milestones, risk registers, and dependencies.
• Coordinate project execution across infrastructure, application, integration, and CX operations teams.
• Track progress against scope, schedule, and quality objectives; escalate risks and issues as needed.
• Performs other duties as assigned by management

CX & Contact Center Technology Enablement

• Deliver projects involving contact center and CX technologies such as:
  • CCaaS and UCaaS platforms
  • Omnichannel routing (voice, chat, email, messaging)
  • IVR, self-service, and workflow automation
  • CRM and backend system integrations
  • AI-enabled technologies and add-ons
• Support cloud migrations, platform upgrades, feature rollouts, and configuration changes.
• Ensure technical solutions align with business requirements and CX design standards.

Stakeholder & Business Collaboration

• Act as a liaison between IT, contact center operations, CX teams, and external vendors.
• Monitor work of technical personnel, such as network, compute and storage engineers, providing support and direction to meet objectives as needed.
• Oversee functional, technical, and security requirements documentation.
• Facilitate project meetings including kickoffs, design reviews, status updates, and go-live readiness checks.
• Communicate project status, risks, and dependencies to project sponsors and stakeholders.

Governance & Delivery Discipline

• Execute projects using standard IT delivery methodologies (Agile, Waterfall, or hybrid).
• Adhere to organizational PMO, change management, and release governance processes.
• Maintain accurate project documentation including charters, requirements, status reports, and post-implementation reviews.
• Support audit, compliance, and operational readiness activities where applicable.

Vendor & Partner Coordination

• Coordinate tasks and timelines with third-party vendors and implementation partners.
• Ensure vendor activities align with project scope and organizational standards.

Financial & Scope Oversight

• Track project budgets, forecasts, and actuals within assigned responsibility.
• Manage scope and change requests using formal change control processes.
• Support efficient resource utilization and delivery within approved funding.

Release, Cutover & Adoption Support

• Coordinate testing, rollout, and cutover activities in collaboration with IT and operations teams.
• Support user acceptance testing (UAT) and operational readiness.
• Partner with operational teams to ensure smooth transition to production and steady-state support.

Core Skills & Competencies

IT Project Management

• Project lifecycle management (initiation through closure)
• Agile, Waterfall, or hybrid delivery models
• Risk, issue, and dependency tracking
• Schedule, milestone, and release planning

CX / Contact Center Knowledge

• Contact center and CX technology environments
• Omnichannel contact flows and customer journeys
• Familiarity with CCaaS platforms and integrations
• Understanding of contact center operations and metrics

Communication & Collaboration

• Stakeholder coordination across IT and business teams
• Requirements gathering and documentation
• Meeting facilitation and status reporting
• Clear, concise written and verbal communication

Execution & Organization

• Strong attention to detail and follow-through
• Ability to manage multiple concurrent initiatives
• Structured problem-solving and escalation

Typical Project Scope (Market-Aligned)

• Mid-sized IT and CX initiatives or workstreams
• Platform enhancements, migrations, or integrations
• Cross-functional teams spanning IT, CX operations, and vendors
• Moderate complexity with defined governance and oversight

Experience Requirements 

• Expertise in digital CX and AI transformation, including messaging, web/app journeys, APIs, and AI-enabled experiences

• Previously managed the launch of similar digital / omnichannel CX projects
• 7+ years’ experience with crafting scope documentation, developing WBS and meaningful detail project schedules and managing risks and issues
• 7+ years’ experience with management of CX IT projects
• 7+ years of experience in stakeholder management
• Proficient with project management s/w tools as well as other productivity tools including MS Office, Project, Visio, Word, Excel, PowerPoint, Outlook, MS Teams, MS Copilot, PowerBI Reporting
• Excellent communications skills (interpersonal, presentation, verbal and written)
• Strong problem-solving, critical thinking and analytical skills.
• Ability to negotiate and influence at all levels of the organization.
• Flexibility, interest and ability to work in a fast-paced environment on mission critical projects.
• Possess excellent technical aptitude and a desire to learn constantly.

• Knowledge of infrastructure concepts and experience with managing technology projects; familiarity with ITSM methodologies (e.g., ITIL).

Education & Certifications (Representative)

• Bachelor’s degree in Information Systems, Computer Science, Business, or related field

• Project management certification or formal training (PMP®, CAPM®, Agile fundamentals preferred but not required)

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded:  click here to access or download the form.  Complete the form and then email it as an attachment to [email protected]. You may also click here to access Conduent's ADAAA Accommodation Policy.