Location: Houston, Texas (4 days onsite, 1 day remote)
C2C/W2
*Role Summary:*
Team is seeking a Project Manager (PM) to lead the implementation of Contact Center Artificial Intelligence (CCAI) capabilities that enhance situational awareness and emergency response operations within the contact center.Ā The Project Manager will serve as the primary point of contact between the organization, the onboarded consulting partner, and executive leadership, ensuring successful delivery of AI-enabled contact center solutions. This role is responsible for managing status reporting, schedules, risks, issues, vendor coordination, and cross-functional alignment on a weekly basis.
CCAI solutions typically leverage platforms such as Google Cloud, Amazon Web Services, or Microsoft Azure to deliver AI-driven virtual agents, real-time analytics, and agent-assist capabilities.
In a Situational Awareness / Emergency Operations context, CCAI enables:
ā¢āāāāāReal-time dashboards for call drivers, volumes, geographic impact, and escalation trends
ā¢āāāāāAI-assisted customer interactions and faster resolution
ā¢āāāāāIntegration with operational backend systems
ā¢āāāāāIncreased resilience during high-impact events (storms, outages, emergency response scenarios)
Ā
Program & Delivery Leadership:
Manage scope, timeline, budget, risks, and dependencies across multiple teams.
Coordinate delivery between consulting partner, IT, Operations, Cybersecurity, Data/AI, and Contact Center teams.
ā¢āāāāāNLP training cycles
ā¢āāāāāAgent Assist knowledge recommendations
Requirements & Use-Case Delivery:
Drive requirements gathering for emergency scenarios such as:
ā¢āāāāāOutage reporting
ā¢āāāāāIncident response
ā¢āāāāāPrioritization workflows
ā¢āāāāāEscalation handling
ā¢āāāāāTranslate operational needs into technical delivery plans.
Integration Management:
Oversee integrations with:
ā¢āāāāāCRM platforms
ā¢āāāāāOutage Management Systems (OMS)
ā¢āāāāāGIS platforms
ā¢āāāāāKnowledge base systems
ā¢āāāāāAnalytics platforms
ā¢āāāāāCoordinate API integrations, webhook orchestration, and real-time data exchange between the CCAI platform and enterprise systems.
Testing, Release, and Hypercare:
ā¢āāāāāManage UAT planning and execution.
ā¢āāāāāCoordinate production releases and deployment readiness.
ā¢āāāāāLead hypercare support during emergency events and high-volume call periods.
Change Management & Adoption:
ā¢āāāāāPartner with Change Management teams to drive adoption across:
ā¢āāāāāContact center agents
ā¢āāāāāSupervisors
ā¢āāāāāEmergency Operations Center leadership
ā¢āāāāāEnsure operational readiness for AI-enabled workflows.
Risk & Resilience Management:
Identify and mitigate risks related to:
ā¢āāāāāAI accuracy
ā¢āāāāāLatency and performance
ā¢āāāāāFailover readiness
ā¢āāāāāSurge-volume scenarios
ā¢āāāāāSupport business continuity planning for AI-enabled contact center operations.
Executive Communication & Governance:
ā¢āāāāāFacilitate steering committee updates.
ā¢āāāāāProvide data-driven insights on program health, adoption, and ROI.
ā¢āāāāāEnsure governance across Responsible AI, data quality, and operational reliability.
*Required Skills:* āāāāā āāāāā
* Must have experience Lead end-to-end delivery of the CCAI implementation for Emergency Operations Center (EOC) capabilities.āāāāāā āāāāā
* Familiarity with Agile and hybrid delivery models āāāā
* Experience with Contact Center AI platformsāāā āāāāā
* Experience supporting Emergency Operations Center (EOC) or utility operationsāāāāā āāāāā
* Conversational AI / NLP concepts
* API integrations
* Contact center analytics
* Cloud platforms.āāāāāā āāāāā
* PMP, Scrum Master, or similar certification.
Thanks & RegardsĀ
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SripathiĀ
- Senior Associate, Client Relations and Business Development (Bench Sales)
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P:Ā Ā