Principal Software Delivery Proj​/Prog Mgmt

Position Overview

The Principal Software Delivery Project/Program Manager serves as an investigative subject matter expert for IVR and Conversational AI analytics, performance optimization, and customer journey intelligence across the voice channel. Combining deep expertise in customer experience design, business logic, routing strategies, authentication flows, and data architecture, this role transforms complex behavioral and operational data into actionable insights that drive informed decision-making and measurable business outcomes.

Acting as both a data-driven investigator and solution enabler, the role leads the analysis of caller interactions, system behaviors, and conversational experiences to identify opportunities that improve self-service performance, call steering effectiveness, containment, and overall customer experience. Beyond leveraging existing reporting, the individual develops innovative data assets, analytical frameworks, investigative methodologies, and reusable reporting views that uncover emerging trends, validate feature performance, and provide new insights into customer behavior and operational outcomes.

As a trusted partner across Product, Development, Analytics, Care, and platform teams, this role bridges the gap between business strategy, customer experience, and technical execution. Through advanced analytics, cross-functional collaboration, and a continuous improvement mindset, the Principal Program Manager plays a critical role in optimizing IVR and Conversational AI solutions, enabling data-driven decision-making, and improving performance across the end-to-end voice customer journey.

• 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.

• 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
• Advanced proficiency in Snowflake, Power BI, SQL, Kibana, or comparable analytics and visualization tools, with experience translating complex data into actionable business insights
• Ability to translate complex data findings into executive-ready insights, recommendations, and measurable improvement opportunities

• Demonstrated expertise 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

• Investigative mindset with strong ownership and curiosity
• Ability to translate ambiguity, data complexity, and system behavior into clear action plans
• Executive communication skills with the ability to simplify complex findings
• Data-driven decision making focused on measurable customer experience and operational outcomes
• Collaborative leadership style with the ability to influence across matrixed teams

This position requires office…