ABOUT US Konecta is a leading innovative global service provider in customer management business process outsourcing, with 130,000 passionate employees working in 30 languages across 4 continents and 26 countries. Focusing on the unique needs and opportunities of each industry, Konecta offers a full range of end-to-end customer management solutions – including acquisition, retention, customer service, technical support, and collection – all based on a sustainable business model. These services are built on a portfolio of world-class expertise covering customer experience and process management, digital solutions and cutting-edge technologies. Headquartered in Madrid, Konecta delivers global revenues of approximately €2 billion with more than 500 clients, covering some of the biggest names in telecoms, energy, banking, mobility, retail, and e-commerce. ENGAGEMENT LEADER As the Engagement Lead, you will leverage your robust technical background in contact center technologies to address business needs through a consultative approach. Your responsibilities include leading end-to-end technical discussions covering Conversational AI, analytics, project infrastructure, APIs, integration, voice loggers, and IVR systems. The role offers a hybrid remote work environment with 50% travel to customer sites. During onsite visits, you will engage directly with clients to understand requirements, provide technical expertise, and oversee project implementations. Your ability to communicate technical concepts effectively and build strong relationships with stakeholders is pivotal in driving project success and delivering solutions aligned with business objectives. RESPONSIBILITIES The role encompasses several critical responsibilities: Scope Management - Develop, clarify, and manage the project scope, defining deliverables and ensuring targeted outcomes are achieved. Requirement Collaboration - Collaborate with stakeholders to derive both functional and non-functional requirements essential for project success. Project Management Deliverables - Develop, maintain, and distribute standard project management deliverables such as implementation plans, project schedules, budgets, issues logs, meeting minutes, risk assessments, and status presentations to ensure successful project launches. Stakeholder Management - Manage internal and external stakeholders, subcontractor partners, and project team members, ensuring the accuracy of project data in internal systems. Presentation & Relationship management - Present project results to customer stakeholders through insightful recommendations. Build deep client relationships, network, and act as a thought partner, anticipating business problems and delivering exceptional service. REQUIREMENTS 8 to 10 Yrs. Experience in Project / Program Management, account management, professional services or other direct customer-facing role. Professional PM certification includes plausible PMP, Prince2, ITIL, Agile, SCRUM or equivalent. Experience of working on contact center technologies. Should be able to handle multiple projects at any given time. Demonstrated understanding of Project Management processes, strategies, and methods Experience working in a high-level collaborative environment with a focus on teamwork. Ability to predict challenges and seek to proactively head-off obstacles. Strong written and verbal communication abilities in English and, capable of effectively presenting ideas and engaging in social interactions in the required language. Travel appropriately 50% of the time to customer sites. Ideally Experience in deploying speech analytics / Conversational BOT / Agent Assist WHY WORK FOR US? Konecta has a fun and sociable team environment working culture Pension Scheme with Standard Life Aviva Life Insurance Eye test vouchers and discounts Discounted corporate gym membership Involvement with local charities and fundraising days Campaign specific benefits including discounts, incentives and prizes Recommend a friend scheme paid reward of £500 Apprenticeship qualifications and career flight path schemes Recognition and reward schemes with Love to Shop Voucher rewards Cycle to work scheme Tech scheme Position in Organisation The Engagement Lead for the UK will report directly into the Head of Professional Services Manager.
