Project Lead

• Position Name:- Project Lead
• Client and the Project we are hiring for: - rSTAR
• Replacement or a new role: - New
• FTE/CONTRACT: - Contract
• Location: - Remote
• Shift Timings/ Time Zone: Onshore
• Expected Joining Timeline: Immediate.

Job Description-

rSTAR is seeking an experienced Project Lead with strong IVR/IVA, and CCaaS project experience to lead cross-functional teams delivering innovative customer experience and contact-center solutions. The ideal candidate will have a solid background in project/program delivery, Agile methodologies, stakeholder management, and technology transformation, with the ability to drive complex IVR, Intelligent Virtual Assistant (IVA), and Contact Center as a Service (CCaaS) initiatives from planning through successful implementation.

Years of experience :- 8+ Years

Roles and Responsiblities :-

• Lead and manage end-to-end project delivery for IVR, IVA, CCaaS, and customer experience technology initiatives.
• Facilitate ceremonies, including sprint planning, daily stand-ups and retrospectives.
• Manage project scope, timelines, milestones, resources, deliverables, risks, issues, assumptions, and dependencies.
• Drive project execution across multiple workstreams and ensure alignment between business objectives, customer experience goals, and technical delivery.
• Work closely with Product Owners and Business Analysts to ensure requirements, acceptance criteria, and priorities are clearly defined and delivered.
• Partner with Technical Leads and Solution Architects to manage IVR/IVA flows, CCaaS integrations, APIs, CRM integrations, telephony, routing, and downstream/upstream system dependencies.
• Monitor project progress against the delivery plan and proactively identify and resolve risks, blockers, and cross-team dependencies.
• Ensure programs and projects are delivered on time, within agreed scope, and aligned with business objectives.
• Manage stakeholder communication, project status reporting, executive updates, and escalation management.
• Coordinate UAT, production readiness, deployment, and transition-to-operations activities.
• Drive continuous improvement across project delivery processes, Agile practices, and team performance.
• Support solution ideation and identify opportunities to improve automation, self-service, IVR containment, conversational AI, and customer experience.

Must Have :-

• Proven experience as a Project Lead / Program Manager / Delivery Lead.
• 8+ years of experience in technology project delivery, program management.
• Strong experience managing IVR, IVA, CCaaS, contact-center transformation, conversational AI, or customer experience technology projects.
• Strong knowledge of Project methodologies, including practical experience.
• Strong understanding of project planning, delivery governance, risk management, dependency management, resource management, and change management.
• Experience coordinating with Product Owners, Business Analysts, Technical Leads, Architects, Developers, QA, business stakeholders, and external vendors.
• Strong understanding of SDLC, delivery lifecycle, release management, UAT, deployment, and production support processes.
• Ability to translate business objectives into actionable delivery plans and ensure successful execution.
• Excellent stakeholder management and communication skills, with the ability to communicate effectively with both technical and executive audiences.

Good To Have:-

• Experience with leading AI/ML, Generative AI, conversational AI, NLP/NLU, speech recognition, or intelligent automation initiatives.
• Experience with major CCaaS, IVR, IVA, CRM, telephony, or conversational AI platforms.
• Familiarity with Azure DevOps, Jira, Confluence, Mural, Microsoft Visio, PowerPoint, and other project management/collaboration tools.
• Experience managing projects involving API integrations, cloud platforms, CRM integrations, telephony systems, and enterprise applications.
• Experience working with distributed/global teams and third-party technology vendors.
• Experience in a Consulting Firm, Systems Integrator, or large enterprise transformation program is an added advantage.
• Agile/Scrum certifications such as CSM, PSM, SAFe, PMI-ACP, or equivalent are preferred.

Qualification & skills:-

• Bachelor's degree in Computer Science, Information Technology, Engineering, Business Administration, or a related field (or equivalent experience).
• 8+ years of relevant experience in project management, program delivery, delivery, or technology transformation.
• Strong leadership, communication, stakeholder management, negotiation, and conflict-resolution skills.
• Strong analytical, problem-solving, decision-making, and documentation skills.
• Ability to manage multiple priorities and work independently in a fast-paced, delivery-focused environment.
• Strong organizational skills with excellent attention to detail and ownership of project outcomes.
• Ability to influence cross-functional teams and drive accountability without direct authority.

Strong customer-centric mindset with the ability to balance business value, technical feasibility, delivery time