FLG -196 - Data Analytics Project Manager with CCAI - Houston, Texas (W2 Position)

Hello,

Good morning,

We Floga Technologies are a growing IT services organization delivering scalable technology solutions and are expanding our team with qualified talent.

We have Immediate opening for a Data Analytics Project Manager-Contact Center Artificial Intelligence (CCAI) with strong hands-on experience to support a long-term engagement with our client. Must be able to work collaboratively with cross-functional teams to deliver high-quality solutions.

Role: Data Analytics Project Manager-Contact Center Artificial Intelligence (CCAI)

Location: Houston, Texas (4 days a week onsite-Downtown, Houston, TX)

Duration: Long Term

Type of Hire: Contract

Experience Level: Program / Implementation Leadership

Role Summary:

• Data & Analytics (D&A) 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.
• 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:

• Real-time dashboards for call drivers, volumes, geographic impact, and escalation trends
• AI-assisted customer interactions and faster resolution
• Integration with operational backend systems
• Increased resilience during high-impact events (storms, outages, emergency response scenarios)

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.
• Provide weekly executive status updates covering schedule, risks, issues, and milestones.

CCAI Implementation Oversight

• Oversee implementation of:
• Virtual Agent
• Agent Assist
• Call transcription
• Conversational AI workflows
• Real-time analytics dashboards
• Ensure configuration of:
• Conversational flows
• Intent models
• NLP training cycles
• Agent Assist knowledge recommendations

Requirements & Use-Case Delivery:

• Drive requirements gathering for emergency scenarios such as:
• Outage reporting
• Incident response
• Prioritization workflows
• Escalation handling
• Translate operational needs into technical delivery plans.

Integration Management:

• Oversee integrations with:
• CRM platforms
• Outage Management Systems (OMS)
• GIS platforms
• Knowledge base systems
• Analytics platforms
• Coordinate API integrations, webhook orchestration, and real-time data exchange between the CCAI platform and enterprise systems.

Testing, Release, and Hypercare:

• Manage UAT planning and execution.
• Coordinate production releases and deployment readiness.
• Lead hypercare support during emergency events and high-volume call periods.

Change Management & Adoption:

• Partner with Change Management teams to drive adoption across:
• Contact center agents
• Supervisors
• Emergency Operations Center leadership
• Ensure operational readiness for AI-enabled workflows.

Risk & Resilience Management:

• Identify and mitigate risks related to:
• AI accuracy
• Latency and performance
• Failover readiness
• Surge-volume scenarios
• Support business continuity planning for AI-enabled contact center operations.

Executive Communication & Governance:

• Facilitate steering committee updates.
• Provide data-driven insights on program health, adoption, and ROI.
• Ensure governance across Responsible AI, data quality, and operational reliability.