Kerja Sepenuh Masa, Project Manager - Contact Center di IITMatrix Federal Territory - Maukerja

Role Overview

∙Lead end-to-end implementation of AWS Connect for call center transformation

∙Drive delivery in a complex Agile environment with distributed/onshore-offshore teams

∙Manage business & IT stakeholders (including senior leadership)

Key Responsibilities

∙Own project planning, execution, governance, and delivery milestones

∙Facilitate Agile ceremonies (sprint planning, stand-ups, retrospectives) and ensure backlog prioritization

∙Drive stakeholder alignment, communication, and expectation management

∙Manage vendors and offshore delivery teams to ensure quality and timelines

∙Lead process change management and ensure adoption across business units

∙Identify and mitigate risks/issues proactively

∙Ensure comprehensive documentation of processes, requirements, and workflows

Required Experience & Skills

∙~15 years of experience in project/program management

∙Proven experience in Agile delivery environments

∙Strong stakeholder management with executive presence, gravitas, and maturity

∙Excellent communication, negotiation, and interpersonal skills

∙Experience managing complex, multi-stream technology implementations

∙High discipline in documentation and governance

Preferred Qualifications (Good to have)

∙Experience in AWS Connect or contact center transformation

∙Exposure to insurance domain processes (nice to have)