At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

About the Role

We’re looking for a Senior Project Manager to support the delivery of contact centre and CX transformation programmes across a range of clients and industries.  This role begins as a 6‑month fixed‑term contract. We anticipate ongoing needs in the team, so there may be an opportunity to move into a longer‑term or permanent position for the right candidate.

You’ll lead high-impact CX and digital transformation projects ensuring delivery doesn’t stop at go-live, but translates into real business outcomes such as improved customer experience, reduced cost to serve, and increased operational efficiency.

You’ll work across people, process, and technology, partnering with a broad range of stakeholders to deliver for our clients and build the foundations for scalable, sustainable change.

Why Join Us

• Work on cutting-edge CX and AI-driven transformation programmes

• Exposure to enterprise clients and senior stakeholders

• Strong focus on outcomes, value, and impact, not just delivery

• Join a team that blends consulting, delivery, and innovation

What you'll be doing:

• Lead end-to-end delivery of CX and technology projects across multiple workstreams

• Own project plans, timelines, RAID logs, and dependency management

• Coordinate cross-functional teams (business, technology, vendors)

• Run governance forums and support SteerCo / executive updates

• Track delivery against scope, budget, and expected outcomes

• Proactively identify and escalate risks, issues, and trade-offs

• Ensure solutions land effectively and support adoption and change

• Maintain strong stakeholder alignment across client and internal teams

Governance, Alignment & Project Portfolio Delivery

• Translate scope into clear delivery plans, milestones and measurable outcomes, not just activities

• Support programme sequencing, dependencies and priorities to maximise value

• Identify and challenge overlaps, redundancies or competing priorities, so that you contribute to creating a single, joined‑up delivery roadmap

• Coordinate timelines, resources, and dependencies across multiple workstreams and suppliers

• Apply agile and hybrid methodologies to:

  • Enable speed where it adds value

  • Maintain control, predictability, and commercial discipline

• Lead governance forums that are decision‑focused, not just reporting‑driven

• Drive alignment across business, technology, and delivery teams to establish and maintain strong working relationships across TTEC Digital and client business

• Spot opportunities to expand services through emerging needs and priorities

Value & Financial Accountability

• Manage the project commercials including:

  • Forecasting, invoicing, margin, and resources

  • Proactive identification of pressure points

• Maintain focus on value tracking and benefits realisation at project / portfolio level

• Surface risks to value early and enable data‑driven decision making

Technology and Platform Awareness

• Work closely with technical and architecture teams to ensure delivery feasibility

• Manage risks across integrations, platforms, and third-party vendors

• Support delivery across CX platforms, contact centre technologies, and digital initiatives

• Identify patterns, risks, and scaling opportunities across initiatives

Relationship Building & Communication

• Act as the primary client interface and trusted delivery partner, building strong, outcome‑focused relationships across business, technology and executive stakeholders

• Establish and lead clear, structured communication and governance, ensuring stakeholders are consistently informed, engaged and aligned throughout delivery

• Drive proactive, transparent communication of progress, risks and trade‑offs, enabling timely decisions and maintaining confidence at all levels

• Actively engage, challenge and influence stakeholders, ensuring expectations are managed, decisions are informed, and outcomes remain aligned to business objectives

Skills and experience you will bring:

• 5+ years’ experience project management experience, preferably in a professional services environment.

• Experience coordinating multi discipline teams,  preferably working in multinational and in onshore/offshore project set ups

• Proven experience delivering complex business systems/ CX / contact centre / digital transformation programmes

• Structured thinking and problem-solving skills

Desirable

• Experience with CCaaS, AI, automation, or enterprise CX platform implementations

• Certifications such as PMP, PRINCE2, Agile / Scrum

• An interest in CX innovation, AI and continuous improvement

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