Business Project Manager — Contact Centre Transformation

Melbourne | Contract — 12 months The Opportunity A major Australian superannuation fund is undertaking a multi-year transformation programme to bring key member-servicing operations in-house from its outsourced administrator. The contact centre function has already transitioned, and the programme is now moving into its next major workstreams — agent desktop modernisation, near-real-time member data, and the application of AI across contact centre operations.

We're seeking an experienced Business Project Manager to lead business delivery within this programme. This is a genuinely cross-functional role: you'll sit between technology, operations, and member experience teams, leading Business Analysts through requirements and process definition while keeping a complex stakeholder landscape aligned and moving.

Key Responsibilities

- Lead end-to-end delivery of business workstreams within a large-scale insourcing and contact centre transformation programme
- Lead and direct a team of Business Analysts across requirements elicitation, functional specification, and business process definition as operational functions transition in-house
- Partner with the member/customer experience team to ensure processes, tooling, and agent workflows deliver measurably better servicing outcomes
- Manage a diverse stakeholder group spanning product managers, technical project managers, solution architects, operations leaders, and programme leadership




- Drive the practical adoption of AI within contact centre operations — including conversational AI, agent-assist, and workflow automation — from use-case definition through to embedded business process
- Coordinate business delivery across a contemporary AWS (including Amazon Connect) and Microsoft Dynamics technology environment, working hand-in-hand with technical delivery leads
- Support process and knowledge transition from the incumbent outsourced provider, including operational readiness, UAT coordination, and cutover planning
- Own project planning, RAID management, and reporting into programme governance forums

About You

- Proven track record as a Business PM delivering contact centre programmes or operational transformations in large, complex organisations
- Strong understanding of contact centre operations and technology — agent desktop, omnichannel, telephony/CCaaS platforms
- Working knowledge of AI in contact centre contexts (conversational AI, agent-assist, intelligent routing, automation) and how to land it operationally, not just technically
- Experience delivering in AWS and Microsoft Dynamics environments (Amazon Connect exposure highly regarded)
- Demonstrated capability leading BAs through requirements, functional, and process definition at programme scale
- Exceptional multi-stakeholder management — comfortable operating across product, technology, experience, and operations teams simultaneously
- Experience with insourcing/outsourcing transitions or administrator migrations highly regarded
- Superannuation, wealth, or financial services background strongly preferred

📌 Business Project Manager — Contact Centre Transformation (Melbourne)
🏢 Desda Group
📍 Melbourne