Senior Project Manager

Senior Project Manager – Contact Centre Solution Join to apply for the Senior Project Manager – Contact Centre Solution role at Royal Automobile Club of Tasmania (RACT) . With more than 218,000 members we’ve been a part of the Tasmanian community for over 100 years – we’re Tasmania’s shoulder to lean on and voice when it matters. Our values guide us in all that we do – Engage with Heart, Unleash Potential, Walk the Talk and Together we Thrive. The Opportunity Imagine leading a transformation that touches every customer interaction at one of Tasmania's most trusted organisations. We're not just upgrading technology – we're revolutionising how we serve our members. This is your chance to lead RACT migrating our entire contact centre ecosystem to a cutting‑edge cloud platform powered by AI, automation, and intelligent analytics. You'll replace ageing infrastructure with a platform that empowers over 100 staff with the tools they need to deliver exceptional member experiences across every channel – voice, chat, email, and beyond. This isn't a typical IT project. It's a transformation that will reshape member experiences, unlock workforce potential, and position RACT as a digital leader in customer service excellence. What You'll Deliver Orchestrate the implementation of game‑changing capabilities: AI‑powered routing that connects members to the right person instantly, intelligent workforce planning that optimises every shift, real‑time quality monitoring that elevates service standards, and omnichannel experiences that flow seamlessly between voice, digital and messaging. Work with vendor partners and cross‑functional teams, manage multiple concurrent delivery streams while keeping over 100 operational staff engaged, trained and ready. Navigate complex integrations, manage significant budgets and deliver measurable impact: faster first‑call resolution, reduced handling times and dramatically improved member satisfaction. What You’ll Bring Seasoned Project Manager with more than 7 years delivering complex technology transformations. Proven track record leading major system implementations in customer‑facing environments and migrating live operations without missing a beat. Excellent communication skills – able to translate technical complexity into outcomes that matter. Experience managing substantial budgets, holding vendors accountable to SLAs and building trust from frontline staff to C‑suite executives. Certified in project management (Agile, PRINCE2 or PMP), comfortable with ambiguity and energised by delivering real business value through technology. Highly Valued Contact centre platform experience (Genesys Cloud, Amazon Connect, NICE CXone or similar). Experience in financial services, insurance or regulated industries. CRM integration expertise. Knowledge of AI/automation. Change management certification. Based in or willing to relocate to Hobart. Benefits Staff discounts : significant discounts on RACT home and car insurance, and free Ultimate Roadside Assistance. Wellbeing leave : Three days per year to use however you wish. Superannuation contribution matching : We’ll match your contributions up to 2%. Flexible work : Balance life and work your way. How to Apply Ready to join? Reach out to our People and Culture Team on if you have any questions about this role or working with RACT. Submit your application via SEEK with your resume and a cover letter addressing: Your experience leading major technology implementations in customer-facing environments. How you’ve managed vendor partnerships in complex projects. An example of navigating competing priorities to deliver results. Why this transformation excites you. Position Details Seniority level: Mid-Senior level Employment type: Full-time Job function: Project Management and Information Technology Industries: Consumer Services #J-18808-Ljbffr