- Position: Project Manager
- Location: Warsaw, Poland
- Working mode: Hybrid
About the company:
Our client specializes in delivering and developing advanced Contact Center solutions for large organizations. They support businesses in optimizing customer service processes through modern, multi-channel communication systems. The company integrates technologies such as voice, chat, email, and social media into unified platforms. They also focus on continuous improvement of implemented solutions, leveraging data analysis and emerging technologies like AI. Their approach combines consulting, implementation, and long-term client partnership.
Role summary:
This role focuses on leading end-to-end Contact Center implementation projects—from understanding client needs and presenting tailored solutions to managing deployment and further system evolution. You will act as a trusted advisor, ensuring solutions are aligned with business goals and continuously improved over time. The position combines presales activities, project management, and post-implementation development. Close collaboration with technical teams and account managers is essential to deliver high-quality outcomes. You will also contribute to identifying new technologies and enhancing internal capabilities.
Responsibilities:
- Analyze client needs, prepare and deliver system demos, and define solution concepts
- Lead project delivery: define scope, manage timelines, coordinate with clients and internal teams
- Support post-implementation phase: training, analysis, and continuous improvement of solutions
- Build long-term client relationships and act as a client advocate
- Monitor solution performance, ensure service quality, and support escalation processes
- Identify new technologies, partners, and opportunities to enhance offerings
Requirements:
- Experience with Contact Center systems and IT project management in large organizations
- Strong understanding of customer service processes and Contact Center KPIs
- General technical knowledge (networks, integrations, databases)
- Familiarity with multi-channel environments (voice, chat, email, social media)
- Strong communication skills, teamwork, attention to detail, and proactive attitude
Nice to have:
- Experience with AI solutions (e.g., bots) in Contact Center
- CRM implementation experience
- Knowledge of customer engagement strategies
- Experience in product development or roadmap planning
Offer:
- Employment options: employment contract (UoP, up to 16 000 PLN gross) or B2B, up to 20 000 PLN net
- Training budget and development opportunities (technical and business)
- Benefits package (e.g., private healthcare or sports card)
- Opportunity to work on advanced technologies and grow within the organization
