Call Center Project Manager

Sunnyvale, CA (HYBRID)PROJECT MANAGERHighly organized and results-driven Contact Center / Call Center Project Manager to lead and deliver initiatives that enhance customer support operations and experience. This role is responsible for managing end-to-end projects across contact center platforms, tools, and processes, ensuring seamless execution and alignment with business goals.Key ResponsibilitiesLead and manage contact center projects from planning through execution and delivery Collaborate with cross-functional teams (engineering, operations, product, and support) Drive improvements in customer experience, agent productivity, and operational efficiency Manage project timelines, risks, dependencies, and stakeholder communication Support implementation of tools, workflows, and process enhancements within contact center environments Track and report on KPIs, performance metrics, and project outcomes Qualifications5+ years of experience in project or program management, preferably in contact center or customer support environments Knowledge ot Generative AI initiatives for customer support and internal workflows.Strong understanding of contact center operations, tools, and workflows Excellent communication, organization, and stakeholder management skills Experience working in fast-paced, cross-functional environments Familiarity with tools such as CRM systems, ticketing platforms, and analytics dashboards Hands-on experience with project management tools such as Wrike (or similar platforms like Jira, Asana).PreferredExperience with global support operations Background in process optimization or customer experience (CX) initiatives PMP, Agile, or Scrum certification