Technical Project Manager Chatbots and IVR contact centers

Technical Project Manager Chatbots and IVR contact centers

Location: - Orlando, FL

Travel might Require up to 70%.

Industry: Technology, Healthcare, Consulting, Financial Services, or AI Solutions

A Technical Project Manager with experience in chatbots and IVR contact centers will be responsible for overseeing the development and implementation of these technologies within a customer service environment. This includes managing timelines, budgets, and resources, as well as ensuring the successful integration of chatbot and IVR systems with existing contact center infrastructure and other relevant systems. They will also play a key role in defining project scope, identifying, and mitigating risks, and ensuring the quality of the final product.

Key Responsibilities:

Project Planning and Execution:

Defining project scope, developing project plans, and managing timelines, budgets, and resources for chatbot and IVR implementations.

System Integration:

Ensuring seamless integration of chatbot and IVR systems with existing contact center infrastructure, CRM systems, and other relevant applications.

Requirements Gathering:

Collaborating with stakeholders to gather and document requirements for chatbot and IVR solutions, including functional and non-functional requirements.

Technical Design and Development:

Working with technical teams to design and develop chatbot and IVR solutions, including natural language processing (NLP) and voice user interface (VUI) design.

Testing and Quality Assurance:

Developing test plans and conducting thorough testing to ensure the quality and functionality of chatbot and IVR systems.

Risk Management:

Identifying potential risks and developing mitigation strategies to ensure project success.

Stakeholder Management:

Communicating project status, risks, and issues to stakeholders, and managing expectations.

Vendor Management:

Managing relationships with vendors and ensuring they deliver requirements.

Change Management:

Implementing change management processes to ensure smooth adoption of new technologies.

Performance Monitoring and Optimization:

Monitoring the performance of chatbot and IVR systems and implementing optimizations to improve efficiency and effectiveness.

Experience and Skills:

Project Management Methodologies:

Experience with Agile, Waterfall, or other relevant project management methodologies.

Contact Center Technologies:

Familiarity with contact center technologies, including IVR systems, chatbots, CRM systems, and call routing.

Chatbot and IVR Platforms:

Experience with chatbot and IVR platforms, such as Amazon Connect, Genesys, or Kore.ai.

Technical Skills:

Strong technical background, including experience with API integration, database management, and web development.

Communication Skills: Excellent written and verbal communication skills to effectively communicate with technical and non-technical stakeholders.

Problem-Solving Skills : Strong problem-solving and analytical skills to identify and resolve technical issues.

Leadership Skills: Ability to lead and motivate project teams to achieve project goals.

Business Acumen: Understanding of business processes and how chatbot and IVR systems can improve customer experience and business outcomes.

Example Responsibilities from Job Descriptions:

Managing the implementation of a new chatbot solution for a fortune 500 company.

Leading the migration of an existing IVR system to a cloud-based platform.

Working with a team to develop and deploy a new chatbot solution for a financial institution.

Managing the integration of a chatbot with a CRM system to improve customer service efficiency.

Developing a test plan for a new IVR system to ensure it meets performance requirements.

Managing the development of a new chatbot solution for a telecommunications company.

Working with a team to develop and deploy a new chatbot solution for a healthcare organization.

Managing the integration of a chatbot with a customer service portal to improve customer self-service.

Developing a training plan for a new chatbot solution.

Monitoring the performance of a chatbot solution and making recommendations for improvements.