Job Title: Project Manager – IVR (Interactive Voice Response)

Location: Charlotte, NC (Hybrid/Onsite)

Employment Type: Full-Time

Experience Level: Mid to Senior (8+ years)

Job Summary

We are seeking an experienced Project Manager with a strong IVR background to lead and deliver customer-facing voice and contact center solutions. The ideal candidate will have hands-on experience managing IVR platforms, call routing systems, and customer interaction technologies, ensuring high-quality delivery, scalability, and seamless customer experience.

Key Responsibilities

- Lead end-to-end project delivery for IVR and contact center initiatives
- Manage project scope, timelines, budget, risks, and stakeholder expectations
- Collaborate with cross-functional teams including business, development, QA, and infrastructure
- Drive IVR design, enhancements, migrations, and optimization projects
- Work closely with vendors and third-party providers for IVR solutions
- Ensure alignment with business goals and customer experience strategies
- Monitor and report project progress, KPIs, and performance metrics
- Facilitate Agile/Scrum ceremonies or traditional project management processes
- Identify risks/issues and implement mitigation strategies
- Oversee UAT (User Acceptance Testing)



and production deployments

Required Skills & Qualifications

- 8+ years of experience in Project Management
- Strong hands-on experience with IVR systems and Contact Center technologies
- Experience with IVR platforms such as:
- Genesys
- Cisco CVP / UCCE
- Avaya Aura / Experience Platform
- NICE CXone

- Knowledge of:

- Call flows, call routing, and speech recognition
- CTI (Computer Telephony Integration)
- Voice UX / Conversational Design

- Experience with Agile, Scrum, or Waterfall methodologies
- Solid stakeholder management and communication skills
- Ability to manage multiple projects simultaneously

Preferred Qualifications

- PMP, Scrum Master, or Agile certifications
- Experience with cloud-based contact center solutions (AWS Connect, Azure Communication Services)
- Knowledge of APIs, microservices, and system integrations
- Experience in Telecom, Banking, or Customer Support domains
- Familiarity with analytics tools and reporting dashboards

Tools & Technologies

- IVR Platforms: Genesys, Cisco, Avaya, NICE
- Project Tools: JIRA, Confluence, MS Project
- Cloud: AWS, Azure
- Integration: REST APIs, Web Services

📌 Project manager with Significant(IVR) (Greater Toronto Area)
🏢 Infowaysolutions
📍 Greater Toronto Area