Project Manager

We are searching for an experienced and skilled IVR Project Manager to join our team at Zensar Technologies Limited. The successful candidate will play a pivotal role in managing the end-to-end delivery of IVR projects, coordinating with various stakeholders, and driving the successful integration of IVR applications with CRM, databases, and APIs. This role requires a strong understanding of project management principles, IVR technologies, and customer contact center solutions, along with excellent communication and stakeholder management skills. Responsibilities

• Manage the full lifecycle of IVR projects, from gathering requirements to production deployment.
• Coordinate and collaborate with business stakeholders, product owners, developers, QA teams, and telecom vendors.
• Lead project planning, execution, and risk management, ensuring timely delivery and adherence to budgets and scope.
• Analyze and translate business requirements into technical specifications for IVR applications.
• Ensure seamless integration of IVR solutions with CRM systems, databases, APIs, and backend infrastructure.
• Conduct regular stakeholder meetings, provide project updates, and manage resource allocation effectively.
• Adhere to SDLC, release management, and change management processes, ensuring a smooth development lifecycle.
• Lead UAT activities, support production rollout, and monitor project risks and dependencies.
• Stay updated with the latest IVR technologies, telephony platforms, and customer contact center solutions.
• Foster a collaborative and innovative work environment, encouraging continuous improvement and knowledge sharing.

Qualifications

• Extensive experience in project management, with a proven track record of successful IVR project delivery.
• In-depth knowledge of IVR/Contact Center technologies, including Genesys, Cisco CVP/UCCE, Avaya, Nuance, and Amazon Connect.
• Understanding of call flows, voice bots, conversational AI, CTI integration, SIP/VoIP, and telecom infrastructure.
• Experience working with Agile, Scrum, and Waterfall methodologies, and a strong grasp of project planning and execution.
• Excellent stakeholder management and communication skills, with the ability to build strong relationships.
• Familiarity with cloud contact center solutions, particularly AWS/Amazon Connect, is preferred.
• Exposure to speech analytics, chatbots, and AI-based customer service platforms is an asset.
• Knowledge of API integrations and reporting tools to support data-driven decision-making.
• PMP, PRINCE2, Scrum Master, or Agile certifications are advantageous but not mandatory.
• A proactive and solutions-oriented mindset, with a passion for driving innovation and continuous improvement.

About UsAt Zensar, we’re “experience-led everything”. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus.
Part of the $4.8 billion RPG Group, we’re a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.
We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.