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

Title: Data & Analytics Project Manager-Contact Center Artificial Intelligence (CCAI)
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. 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.

*Required Skills:*
* Must have experience Lead end-to-end delivery of the CCAI implementation for Emergency Operations Center (EOC) capabilities.
* 7+ years of Project or Program Management experience.
* Experience delivering Contact Center or AI-enabled solutions
* Experience managing system integrations across enterprise platforms.
* Strong vendor management and stakeholder communication skills.
* Experience leading cross-functional technology programs
* Familiarity with Agile and hybrid delivery models
* Experience with Contact Center AI platforms
* Experience supporting Emergency Operations Center (EOC) or utility operations
* Conversational AI / NLP concepts
* API integrations
* Contact center analytics
* Cloud platforms.
* PMP, Scrum Master, or similar certification.