JOB TITLE:
Project Coordinator – IVR/IVA & Contact Center Operations
LOCATION:
Rosemead, CA (Hybrid – Onsite Tuesday & Wednesday)
SCHEDULE:
Monday – Friday, 8:00 AM – 5:00 PM
DURATION:
18-Month Contract
PAY:
78-83 USD per hour
Job Responsibilities:
In this role, you will support the delivery, maintenance, and optimization of customer-facing contact center technologies, including IVR, IVA, and conversational AI platforms. You will partner with cross-functional teams to coordinate projects, improve customer experiences, and ensure operational excellence. Key responsibilities include:
- Supporting IVR/IVA operational activities, platform performance monitoring, and ongoing service improvements.
- Coordinating project plans, schedules, risks, dependencies, and stakeholder communications.
- Gathering and documenting business requirements, acceptance criteria, and project success metrics.
- Facilitating release planning, testing, implementation, and operational readiness activities.
- Analyzing customer journeys, call flows, containment rates, and conversion funnels to identify optimization opportunities.
- Collaborating with technology teams, Product Owners, vendors, and business stakeholders to ensure successful project execution.
- Supporting production issue resolution and continuous process improvements.
- Maintaining project documentation, governance artifacts, process maps, and knowledge management materials.
- Assisting with budget tracking, invoice validation, forecasting, and contract administration activities.
Essential Duties and Job Functions:
- Coordinate project activities across multiple teams to ensure timely delivery of project milestones.
- Monitor IVR/IVA platform performance and support operational maintenance activities.
- Gather, document, and validate business requirements while defining acceptance criteria.
- Support user acceptance testing (UAT), release management, implementation planning, and production readiness.
- Analyze customer interaction data and operational metrics to recommend process improvements.
- Coordinate with internal teams, vendors, and business partners to resolve project issues and dependencies.
- Track project risks, issues, action items, and communicate status updates to stakeholders.
- Develop and maintain project documentation, governance materials, and operational procedures.
- Support production incidents and assist with continuous improvement initiatives.
- Assist with budget management, purchase tracking, invoice reconciliation, forecasting, and vendor coordination.
Knowledge & Skills:
- Strong understanding of customer-facing digital platforms, contact center technologies, IVR, IVA, chatbot, or conversational AI solutions.
- Experience with project management methodologies, stakeholder management, and delivery coordination.
- Ability to gather business requirements and translate them into actionable project deliverables.
- Experience supporting testing, release management, operational readiness, and production support.
- Strong analytical skills with the ability to evaluate customer journeys, call flows, and operational performance metrics.
- Excellent written, verbal, and presentation communication skills.
- Strong organizational skills with the ability to manage multiple priorities and deadlines.
- Experience working with cross-functional teams, vendors, and external partners.
- Familiarity with NICE CXone or similar contact center platforms.
- Ability to identify risks, anticipate issues, and develop effective solutions.
Education & Experience:
- Bachelor's degree in Business, Management, Engineering, or a related field, or an equivalent combination of education, training, and experience.
- 5–7 years of experience supporting customer-facing digital platforms, contact center technologies, IVR, IVA, chatbot, or conversational AI solutions.
- Experience coordinating or managing small to medium-sized projects or product workstreams.
- Working knowledge of project management tools, methodologies, and best practices.
- Proven ability to develop project plans, manage schedules, track progress, and execute deliverables.
- Experience with vendor management, budget tracking, purchase orders, and contract coordination preferred.
- Utility industry experience preferred.
- Experience with customer service operations, contact center transformation, business process improvement, governance, or customer self-service modernization is highly desirable.
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