Technical Project Manager for Chatbots and IVR Contact Centers at arenaflex

Join arenaflex, a pioneering leader in the technology industry, as we embark on a transformative journey to revolutionize customer service experiences through innovative chatbot and IVR solutions.

Location:

Orlando, FL

Travel Requirements:

Up to 70%

Industry:

Technology, Healthcare, Consulting, Financial Services, or AI Solutions

About arenaflex:

arenaflex is a cutting-edge technology company that has been at the forefront of innovation in the industry for years. Our mission is to harness the power of technology to create seamless, intuitive, and personalized experiences for our customers. We believe that the future of customer service lies in the integration of chatbots and IVR systems, and we're seeking a talented Technical Project Manager to lead our efforts in this exciting space.

Job Summary:

We're looking for a seasoned Technical Project Manager with a proven track record in chatbot and IVR contact center implementations. As a key member of our team, you'll be responsible for overseeing the development and implementation of these technologies within a customer service environment. Your expertise will be instrumental in ensuring the successful integration of chatbot and IVR systems with existing contact center infrastructure and other relevant systems.

Key Responsibilities:

### Project Planning and Execution

• Define project scope, develop project plans, and manage timelines, budgets, and resources for chatbot and IVR implementations.
• Collaborate with stakeholders to gather and document requirements for chatbot and IVR solutions, including functional and non-functional requirements.
• Develop and manage project schedules, resource allocation, and budget plans to ensure timely and within-budget delivery.

### System Integration

• Ensure seamless integration of chatbot and IVR systems with existing contact center infrastructure, CRM systems, and other relevant applications.
• Collaborate with technical teams to design and develop chatbot and IVR solutions, including natural language processing (NLP) and voice user interface (VUI) design.
• Develop and execute integration plans to ensure smooth operation of chatbot and IVR systems.

### Technical Design and Development

• Work with technical teams to design and develop chatbot and IVR solutions, including NLP and VUI design.
• Collaborate with vendors to ensure delivery of requirements and manage relationships with vendors.
• Develop and execute technical design and development plans to ensure timely and within-budget delivery.

### Testing and Quality Assurance

• Develop test plans and conduct thorough testing to ensure the quality and functionality of chatbot and IVR systems.
• Collaborate with quality assurance teams to ensure that chatbot and IVR systems meet performance and quality standards.
• Develop and execute testing plans to ensure timely and within-budget delivery.

### Risk Management

• Identify potential risks and develop mitigation strategies to ensure project success.
• Collaborate with stakeholders to develop and execute risk management plans.
• Develop and execute contingency plans to ensure timely and within-budget delivery.

### Stakeholder Management

• Communicate project status, risks, and issues to stakeholders, and manage expectations.
• Collaborate with stakeholders to develop and execute stakeholder management plans.
• Develop and execute communication plans to ensure timely and within-budget delivery.

### Vendor Management

• Manage relationships with vendors and ensure they deliver requirements.
• Collaborate with vendors to develop and execute vendor management plans.
• Develop and execute vendor evaluation and selection plans to ensure timely and within-budget delivery.

### Change Management

• Implement change management processes to ensure smooth adoption of new technologies.
• Collaborate with stakeholders to develop and execute change management plans.
• Develop and execute communication plans to ensure timely and within-budget delivery.

### Performance Monitoring and Optimization

• Monitor the performance of chatbot and IVR systems and implement optimizations to improve efficiency and effectiveness.
• Collaborate with stakeholders to develop and execute performance monitoring and optimization plans.
• Develop and execute data analytics plans to ensure timely and within-budget delivery.

Experience and Skills:

### Project Management Methodologies

• Experience with Agile, Waterfall, or other relevant project management methodologies.
• Proven track record of delivering projects on time, within budget, and to the required quality standards.

### Contact Center Technologies

• Familiarity with contact center technologies, including IVR systems, chatbots, CRM systems, and call routing.
• Experience with contact center software and hardware, including ACDs, IVRs, and CTIs.

### Chatbot and IVR Platforms

• Experience with chatbot and IVR platforms, such as Amazon Connect, Genesys, or Kore.ai.
• Familiarity with chatbot and IVR development tools, including NLP and VUI design tools.

### Technical Skills

• Strong technical background, including experience with API integration, database management, and web development.
• Familiarity with programming languages, including Java, Python, and C++.

### Communication Skills

• Excellent written and verbal communication skills to effectively communicate with technical and non-technical stakeholders.
• Proven track record of communicating complex technical information to non-technical stakeholders.

### Problem-Solving Skills

• Strong problem-solving and analytical skills to identify and resolve technical issues.
• Proven track record of resolving complex technical issues in a timely and efficient manner.

### Leadership Skills

• Ability to lead and motivate project teams to achieve project goals.
• Proven track record of leading cross-functional teams to deliver projects on time, within budget, and to the required quality standards.

### Business Acumen

• Understanding of business processes and how chatbot and IVR systems can improve customer experience and business outcomes.
• Familiarity with business analytics and data analysis tools.

What We Offer:

* Competitive salary and benefits package

• Opportunity to work with a cutting-edge technology company
• Collaborative and dynamic work environment
• Professional development and growth opportunities
• Recognition and rewards for outstanding performance

How to Apply:

If you're a motivated and experienced Technical Project Manager looking for a new challenge, please submit your resume and cover letter to [insert contact information]. We can't wait to hear from you! Apply for this job