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Senior AI Project Manager - Contact Center Transformation (CCAI)
Job Overview
Employment Type
Consulting
Compensation
Hourly
Range $110.00 - $125.00
Work Schedule
Standard Hours
Benefits
1099 contractor rate
Hybrid work arrangement
Exposure to critical infrastructure projects
Leadership role in AI transformation
Professional growth opportunities
Job Description
ElevationHR is collaborating with a major U.S. energy provider, recognized for serving millions of customers, to spearhead a transformative AI initiative within their contact center and Emergency Operations Center (EOC). This initiative focuses on integrating cutting-edge AI technologies to enhance real-time decision-making during critical events like outages, storms, and other high-impact emergencies. The company operates in the energy sector with a strong commitment to reliable customer support and innovative technology utilization, making this role an exciting opportunity for professionals seeking impactful work at the intersection of AI and emergency response.
This Senior AI Project Manager role, based in down... Show More
This Senior AI Project Manager role, based in down... Show More
Job Requirements
- Bachelor’s degree in computer science, information systems, engineering, business, or a related field
- seven plus years of program/project management experience
- proven delivery of AI-enabled or contact center solutions
- experience leading enterprise system integrations including APIs and real-time platforms
- strong vendor management and executive stakeholder communication skills
- experience operating in complex, regulated environments
- agile or hybrid delivery experience
- U.S. citizen or Green Card holder
- no C2C engagements unless under candidate’s own LLC
- no relocation support
Job Qualifications
- Bachelor’s degree in computer science, information systems, engineering, business, or a related field
- seven plus years of program/project management experience
- proven delivery of AI-enabled or contact center solutions
- experience leading enterprise system integrations including APIs and real-time platforms
- strong vendor management and executive stakeholder communication skills
- experience operating in complex, regulated environments
- agile or hybrid delivery experience
- familiarity with Contact Center AI platforms preferred
- exposure to utilities, energy, or emergency operations environments preferred
- knowledge of conversational AI and NLP preferred
- knowledge of contact center analytics preferred
- experience with cloud platforms including GCP, AWS, Azure preferred
- PMP, Scrum Master, or similar certification preferred
Job Duties
- Own end-to-end delivery of Contact Center AI initiatives supporting Emergency Operations Center capabilities
- manage scope, schedule, risks, dependencies, and cross-functional alignment
- serve as the primary liaison across executive leadership, consulting partners, and internal teams
- oversee deployment of virtual agents, agent assist tools, call transcription and conversational AI workflows, real-time analytics dashboards
- drive conversational design, NLP model training, and intent optimization
- translate business needs into AI-enabled workflows for outage reporting, incident response, and surge event management
- lead integrations across CRM, OMS, GIS, knowledge platforms, and analytics systems
- coordinate APIs, webhooks, and real-time data exchange across enterprise architecture
- own UAT planning and execution
- drive release readiness and production deployments
- lead hypercare during critical events and peak call volumes
- mitigate risks related to AI accuracy, latency, performance, and failover readiness
- support business continuity and surge preparedness
- ensure governance across Responsible AI, data quality, and operational reliability
- deliver weekly executive updates on program health, risks, and milestones
- facilitate steering committee discussions and decision-making
Job Criteria
Experience
Expert Level (7+ years)
Job Location
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