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Senior Project Manager – Contact Center Implementation
Avaron ABSenior Project Manager at Avaron overseeing contact center vendor transition and customer support transformation. Ensuring smooth implementation in a complex cross-functional environment.
ATS Keywords
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Hard Skills
vendor managementproject leadershipexecution managementsystems implementationtechnology integrationchange managementtraining enablementoperational readinessprocess designrisk management
Soft Skills
planningprioritizationdisciplined deliverystakeholder managementcross-functional coordinationproblem-solvingstructured analysiscommunicationinfluencing
Industry Keywords
contact centercustomer supportproject planningimplementationgo-livecontinuitycustomer impactdependenciesdeliverymitigation actions
About the role
Key responsibilities & impact- Lead the overall project planning, execution, and follow-up for the vendor implementation
- Drive the transition from existing vendors to the new setup with a strong focus on continuity and customer impact
- Act as the main point of contact toward the vendor's Project Manager and secure strong alignment throughout the project
- Coordinate stakeholders across customer support, IT, markets, and procurement to keep decisions, dependencies, and delivery moving forward
- Ensure implementation of systems, technology, and integrations needed for the new vendor setup
- Secure training, process readiness, and operational preparedness ahead of go-live
- Identify risks early and drive mitigation actions to reduce delivery or operational impact
- Follow scope, timeline, and budget closely to ensure a stable and successful implementation
Requirements
What you’ll need- 5-10 years of experience in vendor management and transition leadership in the contact center and customer support domain
- Solid experience in project leadership and execution management in the contact center and customer support domain
- Strong ability in planning, prioritization, and disciplined delivery
- Proven experience in stakeholder management and cross-functional coordination
- Good understanding of systems, technology implementation, and integrations
- Experience in change management and training enablement
- Experience in operational readiness and process design
- Strong skills in risk management, problem-solving, and structured analysis
- Strong communication and influencing skills
Benefits
Comp & perks- Permanent employment at Avaron AB
- Occupational pension
- Wellness allowance of SEK 5,000 per year