Senior Project Manager Contact Center Speech Technologies

Senior Project Manager Contact Center Speech Technologies

We are seeking a highly experienced Senior Project Manager Contact Center Speech Technologies to lead large-scale enterprise Contact Center transformation initiatives. The ideal candidate will have a proven track record managing end-to-end implementations of IVR, Speech Recognition, Conversational AI, Voice Bots, Speech Analytics, and Cloud Contact Center platforms while driving successful delivery across cross-functional technical teams.

The candidate should possess exceptional leadership, stakeholder management, vendor management, and project governance experience, with expertise in Agile and traditional project delivery methodologies.

Required Skills

• 12+ years of IT Project Management experience delivering enterprise technology projects.
• 8+ years of experience managing Contact Center technology implementations.
• Strong experience leading Contact Center modernization and digital transformation initiatives.
• Hands-on knowledge of IVR, Speech Recognition, Conversational AI, Voice Bots, Chatbots, Speech Analytics, Voice Biometrics, and Omnichannel Contact Centers.
• Experience with one or more Contact Center platforms:
  • Genesys Cloud / Genesys Engage
  • NICE CXone
  • Amazon Connect
  • Cisco UCCE / UCCX
  • Five9
  • Avaya
  • Nuance
  • Google CCAI
• Expertise in Agile, Scrum, SAFe, Waterfall, and Hybrid project delivery methodologies.
• Strong experience managing project scope, budgets, timelines, risks, resources, vendors, and executive stakeholders.
• Experience coordinating cross-functional teams including Development, Infrastructure, Cloud, Network, Telecom, Security, QA, and Operations.
• Knowledge of SIP, VoIP, Contact Center Infrastructure, Cloud Migration, AWS, Azure, or GCP.
• Strong reporting experience using Power BI, Tableau, Excel, SQL, and project dashboards.
• Excellent communication, leadership, negotiation, and stakeholder management skills.