Job Description

Project IT Manager

Location: Charlotte, NC 28262
Duration: 24 Months (Contract)
Work Arrangement: Hybrid — 3 days per week onsite

About the Role

Our team is seeking an experienced Project IT Manager to lead a multi-year IVR Replacement Program, migrating legacy on-premise systems to the Genesys Cloud platform. This role requires strong leadership across cross-functional teams, deep experience with call center and IVR technologies, and the ability to drive complex cloud migration projects from initiation through delivery.

Candidate Preference (Ranked by Priority)

1. Experience with Genesys Cloud IVR migration

2. Cloud migration experience with other call center platforms (Nuance, Cisco, etc.)

3. Experience migrating any call center application

4. Strong call center/IVR background

5. General IT Project Management experience

Key Responsibilities

• Lead end-to-end delivery of the IVR migration from Nuance on-premise to Genesys Cloud.

• Develop and maintain comprehensive project plans, schedules, roadmaps, and budgets.

• Coordinate and align cross-functional partners including business teams, architects, engineering teams, managed services, and external vendors.

• Oversee project governance, documentation, audit readiness, and executive reporting.

• Identify, track, and mitigate project risks, issues, and interdependencies.

• Serve as the communication bridge between technical teams, business stakeholders, and vendor partners.

• Drive delivery using both Agile and Waterfall methodologies, selecting appropriate frameworks based on project phases.

• Ensure successful delivery of all milestones, deployments, testing cycles, and cutover activities.

Required Qualifications

• Proven experience delivering cloud migration projects, ideally with Genesys Cloud or Swampfox technologies.

• Strong functional knowledge of call center operations, IVR systems, and telephony architecture.

• 5+ years of IT Project Management experience in enterprise-scale environments.

• Demonstrated success managing multi-vendor, multi-team initiatives with complex integration points.

• Expertise in both Waterfall and Agile/Scrum delivery approaches.

• Exceptional communication, stakeholder management, and executive-level reporting skills.

Preferred Qualifications

• Professional certifications such as PMP, Scrum Master, SAFe, or equivalent.

• Hands-on experience with Nuance IVR, Genesys Architect, or similar IVR design technologies.

• Experience supporting projects in regulated industries or large enterprise environments (utilities, finance, telecom, etc.).