Manager-Project/Product III

Day-to-Day Responsibilities/Workload
Support IVR/IVA operational activities and platform performance monitoring.
Coordinate project plans, timelines, risks, dependencies, and stakeholder communications.
Gather and document business requirements, acceptance criteria, and success measures.
Facilitate release planning, testing, implementation, and operational readiness activities.
Analyze customer journeys, call flows, containment rates, and conversion funnels to identify optimization opportunities.
Coordinate with vendors, technology teams, Product Owners, and business stakeholders.
Support issue resolution, production support activities, and ongoing service improvements.
Maintain project documentation, process maps, governance artifacts, and knowledge management materials.
Support budget tracking, invoice validation, forecasting, and contract-related activities.

Required Skills/Attributes
5%2B years supporting customer-facing digital platforms, contact center technologies, IVR, IVA, chatbot, or conversational AI solutions.
Experience with project management, stakeholder management, risk management, and delivery coordination.
Experience gathering business requirements and defining acceptance criteria.
Experience supporting testing, release management, operational readiness, and production support.
Experience managing vendors and coordinating across multiple organizations.
Excellent communication, facilitation, analytical, and organizational skills.
Familiarity with NICE CXone or similar contact center technologies.
Ability to translate business and operational requirements into actionable solutions.

Desired Skills/Attributes
Utility industry experience.
Experience with customer service operations.
Contact center transformation experience.
Business process improvement and governance experience.
Budget, purchase order, and vendor management experience.
Customer self-service modernization experience