Role: Project Manager-Contact Center Artificial Intelligence (CCAI)
Dice is the leading career destination for tech experts at every stage of their careers. Our client, ResolveTech Solutions Inc., is seeking the following. Apply via Dice today!Role: Project Manager-Contact Center Artificial Intelligence (CCAI)Experience Level: Program / Implementation LeadershipLocation : Houston, Texas (No remote- no exceptions- 4 days a week onsite-Downtown, Houston)Duration: Longterm Type of Hire: ContractRole Summary:Data & Analytics (D&A) 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 trendsAI-assisted customer interactions and faster resolutionIntegration with operational backend systemsIncreased resilience during high-impact events (storms, outages, emergency response scenarios)Program & Delivery LeadershipManage 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 AgentAgent AssistCall transcriptionConversational AI workflowsReal-time analytics dashboardsEnsure configuration of:Conversational flowsIntent modelsNLP training cyclesAgent Assist knowledge recommendationsRequirements & Use-Case Delivery:Drive requirements gathering for emergency scenarios such as:Outage reportingIncident responsePrioritization workflowsEscalation handlingTranslate operational needs into technical delivery plans.Integration Management:Oversee integrations with:CRM platformsOutage Management Systems (OMS)GIS platformsKnowledge base systemsAnalytics platformsCoordinate 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 agentsSupervisorsEmergency Operations Center leadershipEnsure operational readiness for AI-enabled workflows.Risk & Resilience Management:Identify and mitigate risks related to:AI accuracyLatency and performanceFailover readinessSurge-volume scenariosSupport 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.