Telecom Project Manager - Global Contact Centers - M/F/X
- Issy-les-Moulineaux, Hauts-de-Seine
- CDI
- Temps-plein
- Introduce the department and the associated team.
- Outline the main mission of this department, its role, and its ambition.
- Provide an overview of the context.
- To support this mission, our IT Solutions team is growing - and we're looking for a Telecom Project Manager to help us design, scale, and continuously improve the voice systems powering conversations with millions of guests around the world
- Manage and maintain our contact center telephony infrastructure (including AWS Connect and IVR platforms).
- Ensure optimal call routing, quality, and availability across all regions and languages.
- Monitor system performance, resolve incidents, and implement proactive improvements.
- Partner with telecom vendors and internal support teams to troubleshoot and escalate complex issues.
- Provide ongoing technical support and training to internal users when needed.
- Deliver voice-related projects from scoping to deployment, including new features, integrations, and country rollouts.
- Collaborate with cross-functional teams to define requirements, create user stories, and participate in solution design.
- Stay ahead of the curve on voice tech trends (AI, self-service, automation) and help us explore new opportunities to improve the guest and agent experience.
- 2-3 years' experience in telecom or contact center technology environments.
- Degree in Computer Science, Engineering, IT Management, or equivalent practical experience.
- Solid hands-on experience with Amazon Connect or other cloud contact center platforms.
- Strong understanding of call routing, IVR, and international telecom routing.
- Fluent in English (spoken and written) - French is a plus but not mandatory.
- You're autonomous, curious, and solution-oriented - not afraid to roll up your sleeves when needed.
- You're structured, organized, and able to drive projects with precision and clarity.
- Above all, you're a team player who thrives in multicultural, fast-moving environments.
- Accor is committed to the world around us, with a strong employer culture focused on the development of our 300,000 talents.
- We adopt a continuous improvement approach to reduce the impact of digital on the environment across all our projects.
- We enable all our employees to manage their work-life balance and offer them the means to shape their work environment according to their preferences.
- Training and career paths are defined both individually and collectively, allowing us to grow together on a daily basis.
- Remote work in France and flexible work options: work from home, our offices or even our hotels and coworking spaces.
- Every Wednesday afternoon, dedicate your time to deep work and personal development.
- Work in a multicultural and English-speaking environment.
- Continuous improvement & training: Hackathons, exceptional technology partnerships, dedicated talent management, and a dedicated training platform, Digitech Academy & certifications.
- ALL - Heartist® Program: unforgettable stays and experiences at all Accor locations and partner venues worldwide.
- Heartist® for Good Program: commit to supporting an association of your choice from those available on our volunteering platform (1 day offered per year by the Group during your working hours).
- An Employee Social Committee (CSE) supporting the financing of your cultural and sports activities.
- Sustainable Mobility Package up to €600 for the use of "green" transportation, or 75% coverage of Pass Navigo (public transportation pass).
- €10 meal vouchers.
- A mandatory health insurance plan funded at 50% by Accor without additional costs in case of enrollment of your dependents.
- Attractive working conditions with collaborative workspaces, restaurants, and recreational and sports areas.
We encourage all applications, regardless of gender, so go ahead and apply!Recruitment is all about people!Is this mission appealing to you? Apply, and we will offer you: * A meeting with our recruitment team to present the essential aspects of the position to you or guide you towards the role that may suit you.
- An interview with the team manager responsible for the role you are interested in.
- For some roles, you might also be required to complete an assessment (use case and motivation questionnaire.
- A final interview with our Human Resources team to discuss our Group's culture, work environment, training program, career prospects, as well as various benefits offered by the Group.
- A personalized feedback.