We are seeking an experienced Technical Project Manager with strong expertise in Contact Center technologies, Google CCAI, Conversational AI, and cloud transformation. The ideal candidate will be responsible for leading large-scale Contact Center transformation programs from strategy and planning through implementation, deployment, and operational stabilization.
Responsibilities
Lead end-to-end delivery of large-scale Contact Center Transformation programs, from strategy, planning, and roadmap definition through deployment and operational stabilization.
Independently manage project scope, requirements, schedules, risks, dependencies, budgets, and stakeholder communications across multiple workstreams.
Drive implementation and modernization initiatives involving Google CCAI, Dialogflow CX/ES, Agent Assist, CCAI Insights, IVR, telephony, chat, and analytics platforms.
Lead the technical design and deployment of AI-powered customer experiences, including conversational AI, virtual agents, self-service journeys, and intelligent routing solutions.
Engage directly with senior client leadership (Directors, VPs, CIOs, and Business Executives), providing strategic guidance and positioning technology investments against business outcomes.
Deliver clear, concise, and proactive project updates, executive dashboards, risk assessments, and mitigation plans without requiring follow-ups from stakeholders.
Coordinate cross-functional teams spanning Engineering, Product, Operations, Security, Architecture, Analytics, and Vendor organizations to ensure successful end-to-end delivery.
Manage global onshore-offshore teams, driving accountability, execution discipline, resource planning, and effective collaboration across time zones.
Ensure successful release planning, deployment governance, hypercare support, incident management, and operational readiness for production implementations.
Ensure delivery excellence through governance, quality, compliance, and timely support for critical deployments and production events.
Required Qualifications
Technical Project/Program Management experience.
Hands-on technical expertise in Contact Center technologies - Google CCAI
Strong understanding of AI/ML, Conversational AI, IVR, Omnichannel Customer Experience, and Contact Center Operations.
Experience managing enterprise-scale cloud transformation programs on GCP or other hyperscale platforms.