Technical Project Manager (Contact Center & AI)
Orpine.com
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Job Details
Skills
- Amazon Web Services
- Project Management
- Contact Center
- Interactive Voice Response
- Artificial Intelligence
Summary
Job Title: Project Manager Contact Center
Location: Atlanta, GA(3 days in a week onsite)
Duration: Long Term Contract
Job Description:
We are seeking an experienced Project Manager with Contact Center expertise to lead and manage projects related to contact center technology, operations, and digital transformation initiatives.
The ideal candidate will have strong experience delivering projects involving IVR, call routing platforms, customer experience solutions, and contact center technologies such as Genesys, NICE, Five9, Avaya, or Amazon Connect.
The Project Manager will collaborate with cross-functional teams including engineering, operations, QA, and business stakeholders to ensure successful project delivery, improved customer experience, and operational efficiency.
Key Responsibilities
Lead end-to-end contact center projects, including planning, execution, monitoring, and delivery.
Manage implementation or upgrades of contact center platforms such as IVR, ACD, CTI, chat, and omnichannel solutions.
Work closely with stakeholders to gather business and technical requirements.
Develop project plans, timelines, resource allocations, and risk mitigation strategies.
Coordinate with engineering, QA, and operations teams to ensure smooth deployment.
Manage vendor relationships and third-party integrations.
Ensure projects are delivered on time, within scope, and within budget.
Monitor KPIs, SLAs, and performance metrics for contact center solutions.
Lead Agile/Scrum or Waterfall project management methodologies.
Provide project status updates and executive reporting to leadership.
Required Skills & Qualifications
Bachelor s degree in computer science, Information Systems, Business, or related field.
5+ years of Project Management experience, preferably in Contact Center environments.
Hands-on experience with Contact Center technologies such as:
Genesys
NICE CXone
Five9
Avaya
Amazon Connect
Cisco Contact Center
Experience managing IVR, ACD, CTI, call routing, and omnichannel platforms.
Strong knowledge of customer experience (CX) solutions.
Experience with Agile, Scrum, or PMI project management frameworks.
Excellent communication, leadership, and stakeholder management skills.
Strong risk management and problem-solving abilities.
- Dice Id: 10166369
- Position Id: 8922298
- Posted 6 days ago
Company Info
About Orpine.com
Orpine, Inc. a Minority Business Enterprise (MBE) based in Alpharetta, Georgia, provides Consulting Services, Engineering Solutions and IT Solutions.Orpine, Inc excels in Blending Tomorrow's technology with today's business challenges . We strive and drive for growth as a Technology Company delivering business advantages comes from our presence at the top of technology evaluation. In a world where excellence in execution is the key to success, Orpine has an unmatched record of completing the projects on pre set schedules and budgets. Our well-defined process and strong emphasis on building up an evolving knowledge base enables the company to capture effectively the best practices of every project implemented.
Technology Expertise:
Our areas of expertise include Software Development, Automatic Meter Reading (AMR), VoIP and Wireless Broadband technology.
Technology Planning Expertise:
To help you determine the true impact of a project on an agency or city, we work with you to design and plan technology infrastructure projects including business modeling and application planning.
PC Process Knowledge:
We have a deep knowledge of how projects can be paid for from savings, revenue growth and cost avoidance. We have many years of experience in the performance contracting arena.Benefits to working with Orpine includeCost-Saving Solutions: Our experience in working with multiple technologies can help reduce agency operating costs.Revenue Enhancements: Many of our technology ideas can increase revenue for your municipality or agency.
New Applications:
There are a lot of new ideas for using these technologies that improve service to citizens or replace out-dated processes and make you more productive.
Save you time:
Our expertise at modeling technology project impact can help you make wise decisions faster.
Lighten Your Load:
We take the load off of your staff in a number of areas including project modeling, design, installation and project management.
Turnkey Project Help:
We are here to help you from start to finish. We can help you justify the project, find the technology solution and then implement the solution.
Right People for the Right Company:
Our experienced team helps our clients/employees in placing the right people in right positions with right organizations.
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