Project Manager (Cleveland)Glansa Associates • Cleveland, OH, US
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Project Manager (Cleveland)
Glansa Associates • Cleveland, OH, US
[job_card.variable_days_ago]
[job_preview.job_type]
- [job_card.part_time]
[job_card.job_description]8+ years of IT project management experience, with 35+ years leading contact center, CPaaS, or conversational AI projects. Strong understanding of : Twilio / CPaaS or similar communication platforms Google Dialogflow , voice bot / chatbot concepts Cloud (GCP, AWS, or Azure) fundamentals Proven experience managing hybrid teams (onshore / offshore) in a structured methodology (Agile / Scrum or hybrid Agile). Excellent skills in project planning tools (e.g., Jira, Azure DevOps, MS Project, Confluence). Experience in banking / financial services or other highly regulated industries. Strong communication, stakeholder management, and executive reporting skills.
Title : Technical Project Manager Contact Center / Conversational Platforms
Location : Cleveland, OH Hybrid (23 days onsite per week)
Role Summary
KeyBank is seeking a Technical PM to lead delivery of contact center and conversational platform initiatives, including Twilio / CPaaS , Google Dialogflow voice / chat bots , and integration with banking systems. The Technical PM will manage scope, timelines, risks, vendors, and cross-functional teams (onshore / offshore).
Key Responsibilities
- Own end-to-end project planning and execution for Twilio / Dialogflow / contact center initiatives.
- Work closely with DS Architect, Technical BA, and engineering teams to ensure solution design and delivery align with KeyBanks standards.
- Manage project plans, RAID logs, budgets, and resource allocations .
- Coordinate with business stakeholders (contact center operations, digital, compliance, security) to prioritize requirements and clarify scope.
- Drive Agile ceremonies (standups, sprint planning, demos, retrospectives) and ensure high-quality, on-time delivery.
- Manage third-party vendors (e.g., Twilio, GCP partners) and internal IT teams.
- Report status to senior leadership and proactively escalate risks and dependencies.
Required Skills & Experience
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