Project​/Product Manager III

Job Title

Pay Range: $66.66hr - $83.20hr

• 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.

• 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.

• 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.