Project Manager - Contact Centre Transformation
Duration: Initial 6 months, (Likely extension)
Location: Sydney, (hybrid)
Start: ASAP
We're partnering with a leading organisation delivering a large-scale transformation of its contact centre, moving from legacy systems to a modern cloud-based platform.
This is a key role within a multi-phase program, and we're looking for an experienced Project Manager to drive end-to-end delivery across both technology and business change.
The Role
You'll take ownership of a complex contact centre transformation, leading delivery from planning through to go-live and stabilisation. Working across internal teams and external vendors, you'll ensure all workstreams are aligned, dependencies are managed, and the program delivers on time and to quality.
This environment combines structured delivery milestones with agile components, so you'll need to be comfortable operating across both.
Key Responsibilities
Lead delivery of a contact centre transformation from legacy to cloud
Manage end-to-end planning, including schedules, risks, issues, and dependencies
Coordinate multiple workstreams across technology, operations, and business teams
Oversee vendors and implementation partners to ensure delivery outcomes
Run governance forums, stakeholder updates, and executive reporting




Drive testing phases including UAT and production readiness
Support training, cutover, and transition into BAU
Proactively manage risks and ensure smooth go-live outcomes
About You
Proven experience delivering contact centre transformation programs
Solid understanding of cloud contact centre platforms and telephony
Experience managing integrations with CRM systems and enterprise platforms
A track record of working across multiple vendors and internal teams
Solid agile delivery experience (sprints, backlogs, showcases)
Excellent stakeholder management and communication skills
Highly Desirable:
Experience migrating from legacy or on-prem contact centres
Exposure to AWS-based platforms
Background in telco, utilities, or large customer-facing environments
What You'll Bring
Strong delivery focus with the ability to navigate complexity
A structured, organised approach to managing large programs
Confidence engaging senior stakeholders and driving decisions
Calm, solutions-focused mindset during critical delivery phases
What to do Next?
If the above role aligns with your skills and experience, and you have a track record of delivering successful contact centre transformation programs, then please apply now and forward an updated resume to ****** for a confidential discussion.#*******

📌 Project Manager (Melbourne)
🏢 Hays
📍 Melbourne