UC Technical Project Manager

We are looking for a UC Technical Project Manager to lead the delivery of unified communications, contact centre (CCaaS/UCaaS) and CRM integration programs from business case through to live operation. This is a hybrid role for someone who can run structured project governance and documentation while staying close enough to the technical detail - routing, telephony, integrations and network protocols - to make sound calls when vendors, architects and operations teams disagree.

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You will own the full delivery lifecycle: requirements and solution design, vendor and carrier coordination, test governance, cutover planning, and post-go-live hypercare, all backed by clear documentation and reporting that keeps stakeholders and sponsors aligned.

Key Responsibilities:

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• Lead end-to-end delivery of UC/CCaaS/UCaaS migration and integration programs (e.g. telephony platform migrations, contact center replatforming, CRM/CCaaS integration), from business case through build, test, cutover and hypercare.
  
• Own technical delivery workstreams including inbound/outbound routing, carrier and number migration, integration architecture, and MI/data feeds - stepping into technical detail directly where needed rather than only managing at a distance.
  
• Establish and run program governance: RAID logs, risk and issue management, quality gates, delivery assurance, and steering/executive reporting.
  
• Produce and maintain high-quality documentation - business and investment cases, functional and technical design specifications, test plans and governance packs, RFI/RFP materials, cutover runbooks, and status reporting.
  
• Manage coordination across telephony, CCaaS, CRM and network/security teams.
  
• Coordinate test governance across SIT/UAT cycles, tracking defects through to resolution and ensuring go-live readiness criteria are met.
  
• Plan and execute cutover activities - carrier/number rationalization, migration sequencing, rollback planning - and lead post-go-live hypercare and operational handoff.
  
• Engage stakeholders across business, operations and technical teams, adapting delivery approach (agile, waterfall or hybrid) to fit program constraints.
  
• Identify root causes when delivery stalls or degrades, using operational and test data to drive re-scoping, re-architecture or program resets where required.
  

Required qualifications:
Education:

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• Degree in Engineering, Computer Science, Information Systems, or a related technical discipline; equivalent hands-on experience will also be considered.
  
• Preferred: Project/program management or Agile certification is a plus (PRINCE2, PMP, AgilePM, Scrum).
  

Language proficiency:

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• Excellent English communication skills, both verbal and written, for professional communication and documentation.
  

Experience:

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• 5+ years of experience delivering technical project/program management for UC, CCaaS/UCaaS, CRM or contact center transformation programs.
  
• Advanced experience owning both the project management discipline (planning, RAID, governance, reporting) and the underlying technical detail (routing, integration, telephony architecture).
  
• Advanced documentation skills: able to produce clear business cases, design specifications, test plans, RAID logs and executive-ready status reports.
  
• Advanced experience with vendor management, RFI/RFP processes and contract negotiation.
  

Mandatory Technical skills:

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• Advanced knowledge of network protocols and infrastructure fundamentals (e.g. TCP/IP, DHCP, SIP), systems/network administration, and ITIL-aligned service management.
  
• Advanced practical experience with delivery and collaboration tooling such as MS Project, Jira, Azure DevOps, Confluence and Visio.
  
• Familiarity with UC/CCaaS/CRM/ITSM platforms such as Genesys Cloud CX (or Genesys Engage), Salesforce (or comparable CRM), ServiceNow, Remedy or comparable, and MS Teams Phone / telephony platforms.
  
• Advanced experience running test governance and defect management across SIT/UAT cycles.
  

Soft skills:

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• Excellent stakeholder management skills, with the ability to communicate confidently with both technical teams and senior/executive sponsors.
  
• Strong problem-solving and decision-making skills, with the ability to assess complex situations, challenge assumptions, and make pragmatic decisions under pressure.
  
• Resilience and adaptability, with the ability to remain effective in high-pressure delivery environments,