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Project Manager, Digital Customer Experience

On-site Full-time

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Experience Level

Experience

Qualifications

Required Qualifications:Proven project management experience, ideally within contact center or customer service sectors. Hands-on experience with CCaaS platform implementations or migrations. Demonstrated success in implementing AI and machine learning solutions, including chatbots and automation tools. Skills:Experience managing telecom infrastructure projects in enterprise settings. Adept at leading complex technology initiatives involving multiple stakeholders.

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.

About Western Digital Corporation

At Western Digital, we are dedicated to driving global innovation and redefining the possibilities of technology. Our company is built on the foundation of problem-solving, enabling extraordinary achievements through advanced technology. For decades, we have been pivotal in historic technological advancements, from facilitating space exploration to capturing groundbreaking astronomical images. We boast a diverse portfolio of technologies, including HDDs and platforms designed for businesses, creative professionals, and consumers under our Western Digital®, WD®, and WD_BLACK™ brands. As a trusted partner to some of the world’s largest and fastest-growing organizations, we are powering the data-driven future, from enhancing urban connectivity to meeting the increasing data storage demands of the AI era.

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