Manager - Technical Project Manager

Required Qualifications

• 6 - 8 years of experience in technical project management or delivery management, with at least 3 - 4 years in contact center technology or CX AI implementations
• Working knowledge of Conversational AI, Voicebot, Chatbot, Agent Assist, or QA Automation Solutions - architecture, deployment models, and integration patterns
• Hands-on familiarity with cloud platforms (AWS, Azure, or GCP) - VPC configuration, networking fundamentals, security groups, and deployment pipelines
• Understanding of enterprise telephony: SIP trunking, SBC configuration, SIP URI routing, call flow design, and integration with CCaaS platforms such as Genesys, Five9, NICE, Avaya, Twilio, MaxContact, Cisco, or LiveVox
• Proficiency with PM and delivery tools - Jira, Confluence, Smartsheet, MS Project, or equivalent, and experience running agile or hybrid delivery models
• Strong project management fundamentals - project planning, risk management, dependency tracking, and stakeholder communication
• Ability to read and review technical architecture diagrams, API documentation, and integration specifications
• Excellent communication skills - able to operate credibly in both technical deep-dives and executive status reviews

Preferred Qualifications

• Direct implementation experience with one or more CX AI platforms - Kore AI, Yellow AI, Parloa, Cresta, Google CCAI, Amazon Connect, or similar
• Experience with API-based and real-time streaming integrations (REST, WebSocket, gRPC) in contact center environments
• Familiarity with LLM-based architectures, RAG pipelines, and knowledge management configurations within conversational AI solutions
• Familiarity with DevOps and CI/CD pipelines, containerization (Docker, Kubernetes), and infrastructure-as-code tools (Terraform, CloudFormation)
• Experience with monitoring and observability tools - Datadog, Splunk, CloudWatch, Grafana, or similar - in production contact center environments
• Experience working in a BPO or managed services delivery model with enterprise clients

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.