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Key Responsibilities and Required Skills for a Voice Project Officer

💰 TBD (Dependent on Experience, Location, and Company)

Project ManagementInformation TechnologyTelecommunicationsContact Center Operations

🎯 Role Definition

The Voice Project Officer serves as the organizational hub for all projects related to voice technology and contact center systems. This role is fundamentally about bridging the gap between technical complexity and business objectives. You are the hands-on driver responsible for planning, executing, and delivering voice-centric initiatives—such as IVR enhancements, new telephony platform rollouts, or CTI integrations—on time, within budget, and to the required quality standards. This position requires a unique blend of project management discipline, technical aptitude in telecommunications, and exceptional stakeholder communication skills to ensure seamless project delivery and tangible business impact.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Contact Center Analyst or Team Lead
  • IT Business Analyst (with a focus on telephony)
  • Telephony Support Technician or Engineer
  • Junior Project Coordinator

Advancement To:

  • Senior Project Manager (Voice/Unified Communications)
  • Contact Center Technology Manager
  • Unified Communications (UC) Program Manager
  • IT Product Manager (Voice Platforms)

Lateral Moves:

  • Business Analyst (Contact Center Specialist)
  • Product Owner (Voice/IVR Platforms)
  • IT Vendor Manager (Telecommunications)

Core Responsibilities

Primary Functions

  • Spearhead the end-to-end management of multiple, concurrent voice and contact center technology projects, from initial concept and requirements gathering through to final implementation and operational handover.
  • Develop, maintain, and rigorously track comprehensive project documentation, including detailed project plans, work breakdown structures, resource plans, and risk/issue/dependency logs.
  • Act as the primary liaison and communication bridge between technical delivery teams (e.g., Network Engineers, Telecom Specialists, Developers) and key business stakeholders (e.g., Contact Center Operations, Marketing, Compliance).
  • Facilitate dynamic and productive requirements-gathering workshops with business units to translate their needs into clear, actionable technical specifications and user stories for voice systems.
  • Coordinate the design, configuration, and implementation of core contact center technologies, including Interactive Voice Response (IVR) call flows, Automatic Call Distributor (ACD) routing strategies, and skills-based routing.
  • Manage all aspects of third-party vendor and supplier relationships, from initial selection and contract negotiation support to monitoring SLA compliance and managing escalations for deliverables.
  • Plan and orchestrate User Acceptance Testing (UAT) cycles, including developing test scripts, coordinating business testers, triaging defects, and securing final sign-off from stakeholders.
  • Create and deliver regular, transparent project status reports and presentations for various audiences, from project team members to senior leadership, highlighting progress, risks, and budget status.
  • Proactively identify, analyze, and mitigate project risks and issues, developing contingency plans to ensure project objectives are met with minimal disruption.
  • Manage project budgets, including tracking expenditures, forecasting costs, and processing invoices, ensuring financial accountability throughout the project lifecycle.
  • Lead and motivate cross-functional project teams, fostering a collaborative environment and ensuring clear roles, responsibilities, and accountability for all team members.
  • Develop and execute detailed communication plans to keep all stakeholders informed of project milestones, changes, and potential impacts on their operations.
  • Oversee the technical and operational readiness for project go-live events, including creating deployment run-sheets, managing change control processes, and coordinating hypercare support.
  • Ensure all project deliverables adhere to internal governance standards, security policies, and relevant industry regulations (e.g., PCI-DSS, GDPR).
  • Conduct post-project reviews and "lessons learned" sessions to identify successes and areas for improvement, contributing to the continuous enhancement of the organization's project delivery framework.
  • Coordinate the integration of voice platforms with other enterprise systems, such as CRM (e.g., Salesforce, Dynamics 365) and workforce management (WFM) tools, via CTI and APIs.
  • Define and track key performance indicators (KPIs) and project success metrics to measure the business value and ROI of completed voice projects.
  • Facilitate the creation and handover of operational support documentation, system diagrams, and training materials to ensure a smooth transition to business-as-usual (BAU) teams.
  • Stay current with industry trends and emerging technologies in unified communications, CCaaS, conversational AI, and voice biometrics to inform future project possibilities.
  • Lead project tollgate reviews and governance meetings, preparing the necessary materials to secure approval for advancing to the next project phase.

Secondary Functions

  • Support ad-hoc data requests and exploratory analysis related to call data records (CDRs) and contact center performance metrics.
  • Contribute to the development and refinement of the organization's broader unified communications and contact center technology roadmap.
  • Collaborate with business units to translate ongoing operational data needs into formal requirements for the data engineering and business intelligence teams.
  • Participate actively in departmental planning sessions and agile ceremonies, representing the voice technology project portfolio.
  • Assist in troubleshooting and resolving escalated technical issues related to voice platforms during project hypercare and warranty periods.

Required Skills & Competencies

Hard Skills (Technical)

  • Project Management Methodologies: Proficiency in applying Waterfall, Agile, and Hybrid frameworks to technology projects.
  • Contact Center Technologies: Deep understanding of ACD, IVR, call recording, workforce management (WFM), and quality monitoring systems.
  • CCaaS/UCaaS Platforms: Hands-on experience with major platforms like Genesys Cloud, NICE CXone, Amazon Connect, Five9, or RingCentral.
  • Telephony Protocols & Infrastructure: Working knowledge of SIP, VoIP, SBCs (Session Border Controllers), and carrier connectivity.
  • Project Management Software: Expertise in using tools such as MS Project, Jira, Confluence, Asana, or Smartsheet for planning and tracking.
  • Vendor Management: Proven ability to manage vendor deliverables, performance, and relationships effectively.
  • Business Requirements Analysis: Skill in eliciting, documenting, and validating business needs and translating them into technical requirements.
  • UAT Coordination: Experience planning, executing, and managing User Acceptance Testing phases for complex systems.
  • CTI Integration: Understanding of Computer Telephony Integration concepts and their application with CRM systems.
  • Budget & Financial Tracking: Competency in managing project budgets, forecasting, and financial reporting.

Soft Skills

  • Stakeholder Management: Exceptional ability to build rapport, manage expectations, and communicate effectively with individuals at all levels of the organization.
  • Exceptional Communication: Clear, concise, and confident written and verbal communication skills, with the ability to tailor messages to technical and non-technical audiences.
  • Problem-Solving & Critical Thinking: A proactive and analytical approach to identifying challenges and developing creative, workable solutions.
  • Leadership & Influence: The capacity to lead cross-functional teams and influence stakeholders without direct authority.
  • Meticulous Attention to Detail: A sharp eye for detail in documentation, planning, and testing to ensure quality and accuracy.
  • Adaptability & Resilience: The flexibility to navigate changing priorities, ambiguity, and unexpected challenges in a fast-paced environment.
  • Negotiation & Conflict Resolution: Skill in facilitating discussions to reach consensus and resolving disagreements between stakeholders.
  • Time Management & Organization: Superior ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines consistently.

Education & Experience

Educational Background

Minimum Education:

  • Bachelor’s degree in a relevant field or equivalent, demonstrated professional experience in a similar role.

Preferred Education:

  • Bachelor’s or Master’s Degree in a relevant field.
  • Project Management certifications (PMP, PRINCE2) or Agile certifications (CSM, SAFe) are highly regarded.

Relevant Fields of Study:

  • Information Technology
  • Computer Science
  • Telecommunications Management
  • Business Administration

Experience Requirements

Typical Experience Range:

  • 3-7 years of relevant experience.

Preferred:

  • A proven track record in a project coordination or project management capacity with a specific focus on delivering enterprise telephony, unified communications, or contact center technology projects. Direct experience working in an environment that required close collaboration with both technical engineering teams and non-technical business users is essential.
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