Customer Service CCaaS & AI Technology Lead

What you'll do

• Lead end-to-end Contact Center as a Service (CCaaS) implementations while ensuring projects stay on time, in scope, and within budget.
• Provide strategic guidance to clients on optimizing CCaaS platforms to enhance customer experience and streamline operations.
• Act as the primary point of contact for clients to manage relationships and ensure satisfaction throughout the implementation process.
• Manage the development of platform migration strategies and global rollout execution plans.
• Coordinate with software and technology partners to design and deliver service-focused solutions.
• Plan and estimate delivery work using Agile methodologies, including resource planning, risk mitigation, and budget management.
• Oversee day-to-day operations for both on-shore and off-shore project teams throughout the project lifecycle.
• Translate high-level business requirements into detailed technical specifications, epics, and stories.

What we're looking for

• Must have 1+ years of experience in Conversational AI, CCaaS, and Forward Deployed Engineer (FDE) skills.
• Must have 3+ years of experience designing and delivering cloud contact center, WFM, and analytics platforms like NICE, Genesys, or Salesforce.
• Must have 3+ years of experience implementing AI chatbots/virtual assistants and defining digital roadmaps for cloud contact center integration.
• Must have 3+ years of experience aligning technology capabilities with contact center benchmarks and quality metrics.
• Must have 3+ years of experience delivering CCaaS technologies across various customer service channels and platforms.
• Experience with both Waterfall and Agile SDLC, implementing large, complex technology platforms (preferred).
• Experience in consulting environments with a record of innovation in complex global scale programs (preferred).
• Strong leadership and communication skills to manage client accounts and multidisciplinary teams (preferred).