Project manager with Data & Analytics (CCAI)

eNcloud Services Immediate Requirement

Title: Data & Analytics Project Manager-Contact Center Artificial Intelligence (CCAI)

Location: Houston, Texas (4 days onsite, 1 day remote)

C2C/W2

Role Summary:

Team is seeking a Project Manager (PM) to lead the implementation of Contact Center Artificial Intelligence (CCAI) capabilities that enhance situational awareness and emergency response operations within the contact center.

The Project

Manager will serve as the primary point of contact between the organization, the onboarded consulting partner, and executive leadership, ensuring successful delivery of AI-enabled contact center solutions. This role is responsible for managing status reporting, schedules, risks, issues, vendor coordination, and cross-functional alignment on a weekly basis.

CCAI solutions typically leverage platforms such as Google Cloud, Amazon Web Services, or Microsoft Azure to deliver AI-driven virtual agents, real-time analytics, and agent-assist capabilities.

In a Situational Awareness / Emergency Operations context, CCAI enables:

• Real-time dashboards for call drivers, volumes, geographic impact, and escalation trends
• AI-assisted customer interactions and faster resolution
• Integration with operational backend systems
• Increased resilience during high-impact events (storms, outages, emergency response scenarios)

Program & Delivery Leadership:

Manage scope, timeline, budget, risks, and dependencies across multiple teams.

Coordinate delivery between consulting partner, IT, Operations, Cybersecurity, Data/AI, and Contact Center teams.

Provide weekly executive status updates covering schedule, risks, issues, and milestones.

CCAI Implementation Oversight

Oversee implementation of

• Virtual Agent
• Agent Assist
• Call transcription
• Conversational AI workflows
• Real-time analytics dashboards

Ensure configuration of

• Conversational flows
• Intent models
• NLP training cycles
• Agent Assist knowledge recommendations

Requirements & Use-Case Delivery:

Drive requirements gathering for emergency scenarios such as:

• Outage reporting
• Incident response
• Prioritization workflows
• Escalation handling
• Translate operational needs into technical delivery plans.

Integration Management

Oversee integrations with

• CRM platforms
• Outage Management Systems (OMS)
• GIS platforms
• Knowledge base systems
• Analytics platforms
• Coordinate API integrations, webhook orchestration, and real-time data exchange between the CCAI platform and enterprise systems.

Testing, Release, and Hypercare:

• Manage UAT planning and execution.
• Coordinate production releases and deployment readiness.
• Lead hypercare support during emergency events and high-volume call periods.

Change Management & Adoption:

• Partner with Change Management teams to drive adoption across:
• Contact center agents
• Supervisors
• Emergency Operations Center leadership
• Ensure operational readiness for AI-enabled workflows.

Risk & Resilience Management:

Identify and mitigate risks related to:

• AI accuracy
• Latency and performance
• Failover readiness
• Surge-volume scenarios
• Support business continuity planning for AI-enabled contact center operations.

Executive Communication & Governance:

• Facilitate steering committee updates.
• Provide data-driven insights on program health, adoption, and ROI.
• Ensure governance across Responsible AI, data quality, and operational reliability.

Required Skills:

• Must have experience Lead end-to-end delivery of the CCAI implementation for Emergency Operations Center (EOC) capabilities.
• 7+ years of Project or Program Management experience.
• Experience delivering Contact Center or AI-enabled solutions
• Experience managing system integrations across enterprise platforms.
• Strong vendor management and stakeholder communication skills.
• Experience leading cross-functional technology programs
• Familiarity with Agile and hybrid delivery models
• Experience with Contact Center AI platforms
• Experience supporting Emergency Operations Center (EOC) or utility operations
• Conversational AI / NLP concepts
• API integrations
• Contact center analytics
• Cloud platforms.
• PMP, Scrum Master, or similar certification.