Job ID: JOB_ID_5104
Job Summary
GAC is seeking an experienced Project Manager with strong Avaya platform expertise to lead the end-to-end delivery of Avaya contact center services. This role will manage both ongoing maintenance/operations and new development/enhancement initiatives, coordinating cross-functional teams across infrastructure, platform, and application layers. The Project Manager will serve as the primary delivery lead, ensuring platform stability, continuous improvement, SLA adherence, and successful execution of Avaya roadmap initiatives.
Key Responsibilities
- Delivery & Program Management: Own end-to-end delivery for Avaya platform operations and development initiatives. Manage run and change workstreams, including production support, maintenance releases, and new feature development. Develop and maintain integrated delivery plans, schedules, and milestones across multiple teams. Ensure adherence to SLAs, KPIs, and operational metrics for Avaya services.
- Avaya Platform Oversight: Lead delivery across Avaya technologies such as Avaya Aura, Avaya Communication Manager, Avaya Contact Center, Avaya Experience Portal, and related components. Coordinate platform upgrades, patches, capacity planning, and incident remediation. Oversee development activities including IVR enhancements, call flow changes, integrations, and configuration updates. Act as a bridge between technical teams and business stakeholders, translating requirements into executable plans.
- Team & Vendor Management: Manage onshore and offshore teams across infrastructure, platform, and application development. Coordinate with Avaya vendors, CTS, and third-party partners as required. Drive accountability across teams for delivery commitments, quality, and timelines.
- Stakeholder & Client Engagement: Serve as the primary point of contact for client stakeholders for Avaya delivery. Lead governance forums, status reviews, and executive reporting. Proactively identify risks, issues, and dependencies and drive mitigation plans.
- Financial & Risk Management: Manage budgets, forecasts, and cost controls related to Avaya services. Track and manage change requests, scope adjustments, and delivery risks. Ensure compliance with internal delivery and quality standards.
Required Qualifications
- 8+ years of experience in IT Project or Program Management.
- Hands-on experience managing Avaya contact center platforms, including maintenance and enhancement initiatives.
- Strong understanding of Avaya infrastructure, platform, and application layers.
- Experience managing production support and development teams simultaneously.
- Proven ability to manage complex, multi-vendor environments.
- Strong communication, stakeholder management, and leadership skills.
Preferred Qualifications
- Experience with telecom or large-scale contact center environments.
- Exposure to ITIL-based operations, incident/problem/change management.
- Experience with cloud or hybrid contact center transformations (CCaaS exposure is a plus).
- PMP, SAFe, or equivalent project management certification.
Success Measures
- Stable Avaya platform operations with consistent SLA performance.
- Predictable and high-quality delivery of enhancements and releases.
- Strong client satisfaction and stakeholder confidence.
- Effective coordination between maintenance and development teams.
Employment Details
- Location: Atlanta, GA (Onsite)
- Hire Type: C2C, W2, 1099
Special Requirements
None specified.
Compensation & Location
Salary: $90,000 – $150,000 per year (Estimated)
Location: Atlanta, GA
Recruiter / Company – Contact Information
Email: tham@gacsol.com
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