Contact Center (Call Center) Project Manager -Sunnyvale, CA

Sunnyvale, CA, US β€’ Posted 21 hours ago β€’ Updated 21 hours ago
Contract W2
Contract Independent
No Travel Required
On-site
Depends on Experience
Fitment

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Job Details

Skills

  • Contact Center
  • Call center
  • CRM
  • risk
  • CX
  • agile
  • scrum

Summary

 

Contact Center (Call Center) Project Manager

Sunnyvale, CA (hybrd)

Seeking a highly organized and results-driven Contact Center (Call Center) Project Manager to lead and deliver initiatives that enhance customer support operations and experience. This role is responsible for managing end-to-end projects across contact center platforms, tools, and processes, ensuring seamless execution and alignment with business goals.


Key Responsibilities

  • Lead and manage contact center projects from planning through execution and delivery
  • Collaborate with cross-functional teams (engineering, operations, product, and support)
  • Drive improvements in customer experience, agent productivity, and operational efficiency
  • Manage project timelines, risks, dependencies, and stakeholder communication
  • Support implementation of tools, workflows, and process enhancements within contact center environments
  • Track and report on KPIs, performance metrics, and project outcomes
  • Qualifications
  • 5+ years of experience in project or program management, preferably in contact center or customer support environments
  • Strong understanding of contact center operations, tools, and workflows
  • Excellent communication, organization, and stakeholder management skills
  • Experience working in fast-paced, cross-functional environments
  • Familiarity with tools such as CRM systems, ticketing platforms, and analytics dashboards
  • Experience with global support operations
  • Background in process optimization or customer experience (CX) initiatives
  • PMP, Agile, or Scrum certification
Employers have access to artificial intelligence language tools (β€œAI”) 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: 10522380
  • Position Id: 8944816
  • Posted 21 hours ago
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