Manager-Project​/Product III

5-7 years of experience required, with a Bachelor's Degree in Business, Management, Engineering, or a related field. An equivalent combination of education, training, and experience is also acceptable. Typically, candidates possess one to three years of experience coordinating or managing small to medium projects or product work streams.

• Working knowledge of project management methodologies, tools, and techniques.
• Demonstrated ability to gather requirements, support the development of project plans, manage schedules, track progress, and contribute to the execution of defined deliverables.
• Proven ability to problem-solve, anticipate issues, maintain documentation, and operate effectively under moderate time constraints.
• Strong written and verbal communication skills, including the ability to interact with cross-functional teams and communicate status updates to various audiences.

• Support IVR/IVA operational activities and platform performance monitoring.
• Coordinate project plans, timelines, risks, dependencies, and stakeholder communications.
• Gather and document business requirements, acceptance criteria, and success measures.
• Facilitate release planning, testing, implementation, and operational readiness activities.
• Analyze customer journeys, call flows, containment rates, and conversion funnels to identify optimization opportunities.
• Coordinate with vendors, technology teams, Product Owners, and business stakeholders.
• Support issue resolution, production support activities, and ongoing service improvements.
• Maintain project documentation, process maps, governance artifacts, and knowledge management materials.
• Support budget tracking, invoice validation, forecasting, and contract-related activities.

• 5 years supporting customer-facing digital platforms, contact center technologies, IVR, IVA, chatbot, or conversational AI solutions.
• Experience with project management, stakeholder management, risk management, and delivery coordination.
• Experience gathering business requirements and defining acceptance criteria.
• Experience supporting testing, release management, operational readiness, and production support.
• Experience managing vendors and coordinating across multiple organizations.
• Excellent communication, facilitation, analytical, and organizational skills.
• Familiarity with NICE CXone or similar contact center technologies.
• Ability to translate business and operational requirements into actionable solutions.

• Utility industry experience.
• Experience with customer service operations.
• Contact center transformation experience.
• Business process improvement and governance experience.
• Budget, purchase order, and vendor management experience.
• Customer self-service modernization experience.

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