Location
UK

About The Role

FDM is a global business and technology consultancy seeking a CCaaS (Contact Centre as a Service) Transformation Programme Manager to work for our client within the insurance sector. This is initially a 6-month contract with the potential to extend and will be a hybrid role that will be based in Edinburgh.

In this role, you will lead and manage enterprise-wide CCaaS transformation initiatives, driving strategic change and operational excellence across contact centre functions. Recent experience in contact centre transformation is highly desirable.

Responsibilities 
  • Lead and oversee multiple interconnected CCaaS transformation projects, ensuring successful delivery within defined scope, timelines, and budget.
  • Develop and maintain detailed programme plans, manage project interdependencies, and provide regular progress updates to executive stakeholders.
  • Drive the implementation and adoption of new CCaaS platforms across the organisation.
  • Lead the delivery of the CCaaS transformation programme, managing the migration from Avaya to NICE in partnership with a newly engaged third-party vendor.
  • Collaborate with cross functional teams, including senior leadership, developers, testers, data scientists, and external partners to drive programme success.
  • Proactively identify risks and issues, implement mitigation strategies, and support smooth transitions to new contact centre systems.
  • Monitor programme performance, delivering clear, actionable insights and transparent reporting to senior leadership.

About You

Requirements
  • Minimum of 10 years’ experience in project management within a strong focus on CCaaS or broader transformation initiatives.
  • In-depth knowledge of CCaaS platforms, particularly solutions such as NICE.
  • Familiarity with NICE or similar platforms, and prior involvement in legacy migrations (e.g., from Avaya).
  • Understanding of AI technologies, live chat, and digital customer service enhancements.
  • Proven ability to influence and engage senior stakeholders while leading cross-functional teams in complex environments.
  • Strong expertise in project budgeting, financial oversight and risk management.
  • Exceptional communication, negotiation, and organisational skills with a track record of delivering results in dynamic settings. 
  • Background in financial services is preferred.

About Us

Why join us?
  • Career coaching, mentoring and access to upskilling throughout your entire FDM career
  • Assignments with global companies and opportunities to work abroad
  • Opportunity to re-skill and up-skill into new areas, develop non-linear career paths and build a skillset within your field
  • Annual leave, work-place pension and BAYE share scheme
About FDM
We are a business and technology consultancy and one of the UK's leading employers, recruiting the brightest talent to become the innovators of tomorrow. We have centres across Europe, North America and Asia-Pacific, and a global workforce of over 3,500 Consultants. FDM has shown exponential growth throughout the years, firmly establishing itself as an award-winning employer and is listed on the FTSE4Good Index.

Diversity and Inclusion
FDM Group is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, national origin, age, disability, veteran status or any other status protected by federal, provincial or local laws.
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