Lead Software Delivery Project, Program Mgmt

Position Overview The Lead Software Delivery Project/Program Management supports IVR and conversational AI initiatives across the voice customer journey. The role operates as a data-driven investigator and solution enabler, translating complex behavioral, business logic, routing, authentication, and conversational data into actionable insights that improve IVR performance, self-service outcomes, and overall customer experience. In this capacity, the role provides critical analytical support for high-priority initiatives, validates post-release performance of new IVR features, identifies optimization opportunities across caller interactions, and enables reusable data assets that help cross-functional teams make faster, better-informed decisions.

Key Responsibilities IVR & Conversational AI Investigation Lead deep-dive investigations across the voice customer journey to understand caller behavior, business rule impacts, routing outcomes, authentication performance, escalation patterns, and self-service containment opportunities. Translate findings into clear, actionable recommendations that support customer experience design and operational decision-making. Data Analytics & Performance Optimization Develop and leverage analytics frameworks using platforms such as Snowflake, Power BI, and related data tools to evaluate caller interactions, measure feature effectiveness, monitor post-release performance, and identify trends that inform optimization across call steering, containment, authentication, and assisted-service handoff flows.

Performance Optimization & Continuous Improvement Identify optimization opportunities within IVR routing, self-service experiences, caller intent capture, containment strategies, and conversational AI logic. Partner with stakeholders to prioritize improvements, validate expected outcomes, and support continuous refinement of the customer journey. Cross-Functional Partnership & Solution Enablement Partner across Product, Development, Analytics, Care, and external platform teams to interpret performance data, clarify business logic implications, inform routing and experience design decisions, and enable solutions that improve customer and operational outcomes.

Executive Insights & High-Priority Initiative Support Prepare concise executive-level insights, performance summaries, impact assessments, and recommendation readouts for high-priority initiatives. Support rapid turnaround analysis when production behavior, release performance, customer experience, or business outcomes require immediate investigation. Required Qualifications

• 5+ years of experience in technical program/project management, analytics, or customer experience optimization.
• Experience supporting IVR, conversational AI, contact center, customer care, or digital self-service platforms
• Strong analytical skills with the ability to interpret caller behavior, system logic, performance trends, and customer journey data
• Ability to translate complex data findings into executive-ready insights, recommendations, and measurable improvement opportunities
• Must be Fluent in Spanish Preferred Qualifications
• Hands-on experience with Snowflake, Power BI, SQL, Kibana, or comparable analytics and visualization tools
• Familiarity with conversational AI platforms, IVR routing logic, caller intent capture, authentication flows, or self-service containment strategies
• Experience building reusable dashboards, analytical frameworks, reporting models, or data assets that support broad team adoption
• Telecom, customer care, voice channel, or enterprise contact center experience
• Key Leadership Traits
• Investigative mindset with strong ownership and curiosity
• Ability to translate ambiguity, data complexity, and system behavior into…