Project manager with Significant(IVR)

Job Title: Project Manager – IVR (Interactive Voice Response)

Location: Charlotte, NC (Hybrid/Onsite)
Employment Type: Full-Time
Experience Level: Mid to Senior (8+ years)

Job Summary

We are seeking an experiencedProject Manager with a strong IVR background to lead and deliver customer-facing voice and contact center solutions. The ideal candidate will have hands-on experience managingIVR platforms, call routing systems, and customer interaction technologies, ensuring high-quality delivery, scalability, and seamless customer experience.

Key Responsibilities

• Lead end-to-end project delivery for IVR and contact center initiatives
• Manage project scope, timelines, budget, risks, and stakeholder expectations
• Collaborate with cross-functional teams including business, development, QA, and infrastructure
• Drive IVR design, enhancements, migrations, and optimization projects
• Work closely with vendors and third-party providers for IVR solutions
• Ensure alignment with business goals and customer experience strategies
• Monitor and report project progress, KPIs, and performance metrics
• Facilitate Agile/Scrum ceremonies or traditional project management processes
• Identify risks/issues and implement mitigation strategies
• Oversee UAT (User Acceptance Testing) and production deployments

Required Skills & Qualifications

• 8+ years of experience inProject Management
• Strong hands-on experience withIVR systems and Contact Center technologies
• Experience with IVR platforms such as:
  • Genesys
  • Cisco CVP / UCCE
  • Avaya Aura / Experience Platform
  • NICE CXone
• Knowledge of:
  • Call flows, call routing, and speech recognition
  • CTI (Computer Telephony Integration)
  • Voice UX / Conversational Design
• Experience with Agile, Scrum, or Waterfall methodologies
• Strong stakeholder management and communication skills
• Ability to manage multiple projects simultaneously

Preferred Qualifications

• PMP, Scrum Master, or Agile certifications
• Experience with cloud-based contact center solutions (AWS Connect, Azure Communication Services)
• Knowledge of APIs, microservices, and system integrations
• Experience in Telecom, Banking, or Customer Support domains
• Familiarity with analytics tools and reporting dashboards

Tools & Technologies

• IVR Platforms: Genesys, Cisco, Avaya, NICE
• Project Tools: JIRA, Confluence, MS Project
• Cloud: AWS, Azure
• Integration: REST APIs, Web Services