Role: Data Analytics Project Manager-Contact Center Artificial Intelligence (CCAI)
Experience Level: Program / Implementation Leadership
Location : Houston, Texas (No remote- no exceptions- 4 days a week onsite-Downtown, Houston)
Duration: Longterm
Type of Hire: Contract
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)
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