About the job
Join Western Digital as a Project Manager specializing in Digital Customer Experience. In this pivotal role, you will spearhead initiatives that significantly enhance our consumer support services, utilizing cutting-edge contact center technologies and telecommunications infrastructure. Your leadership will drive the deployment of AI-enhanced customer engagement solutions and optimize call center operations, ensuring we deliver an exceptional support experience.
Key Responsibilities:
- Lead and manage comprehensive Contact Center as a Service (CCaaS) enhancement projects from inception to completion.
- Oversee the integration and optimization of AI-driven chatbots and Interactive Voice Response (IVR) systems.
- Direct initiatives to upgrade telecommunications infrastructure within the call center.
- Create detailed project plans, timelines, budgets, and resource allocation strategies.
- Coordinate efforts across various teams including IT, Operations, Vendor Management, and Customer Support.
- Monitor technology implementation to improve first-contact resolution rates and overall customer satisfaction.
- Ensure effective integration of new technologies with existing systems.
- Track and report on performance metrics and return on investment for implemented technologies.
- Collaborate with Call Center Operations to identify business needs and challenges.
- Work closely with IT and Security teams to uphold compliance with company standards.
- Manage relationships with vendors providing CCaaS and telecom services.
- Communicate project progress, risks, and strategic recommendations to management.
- Facilitate training and change management for new technology implementations.
