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

Hybrid in Houston, TX, US • Posted 3 hours ago • Updated 3 hours ago

Contract Independent

Contract W2

Hybrid

Depends on Experience

Ornate Tech

Fitment

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Job Details

Skills

Analytics
Artificial Intelligence
Data Analysis
Data Quality
Integration Management

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.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 91172062
Position Id: OTC0469
Posted 3 hours ago

Company Info

About Ornate Tech

Welcome to Ornate Tech , your trusted partner in transforming business challenges into opportunities with cutting-edge technology. We are dedicated to delivering innovative, cost-effective IT and Salesforce solutions that empower small and medium-sized businesses to achieve sustainable growth. Our team of experts, a commitment to excellence, and a track record of success make us the preferred choice for businesses across various industries.

Technology Architects

At the core of Ornate Tech are our visionary Technology Architects, who bring years of experience and a deep understanding of the ever-evolving tech landscape. From designing scalable IT infrastructures to integrating AI-driven analytics into business processes, our architects lead the way in creating future-ready solutions. Their expertise spans Salesforce customization, application development, IT security, and advanced data management strategies, ensuring that every solution we deliver is robust, innovative, and aligned with your business goals.

Operations Support Team

Behind every successful project is our dedicated Operations Support Team, who work tirelessly to ensure seamless execution and post-implementation support. This team specializes in proactive monitoring, quick issue resolution, and ongoing optimization of your IT systems. With a focus on reliability and efficiency, they provide 24/7 support to keep your business running smoothly and securely, minimizing downtime and maximizing productivity.

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