Job Description
As a leading innovator in the field of technology, arenaflex is at the forefront of revolutionizing the way businesses interact with their customers. With a strong focus on delivering exceptional customer experiences, arenaflex is seeking a highly skilled Technical Project Manager to lead the development and implementation of cutting-edge chatbot and IVR contact center solutions. If you're a seasoned project manager with a passion for technology and a drive to succeed, this is an exciting opportunity to join a dynamic team and make a real impact. **About arenaflex** arenaflex is a forward-thinking organization that's dedicated to harnessing the power of technology to drive business growth and customer satisfaction. With a diverse range of industries and sectors under our umbrella, we're constantly pushing the boundaries of what's possible. Our team is comprised of talented individuals from all walks of life, united by a shared passion for innovation and a commitment to excellence. **Job Summary** As a Technical Project Manager for Chatbots and IVR Contact Centers, you'll be responsible for overseeing the development and implementation of chatbot and IVR solutions within a customer service environment. This will involve managing timelines, budgets, and resources, as well as ensuring the successful integration of chatbot and IVR systems with existing contact center infrastructure and other relevant systems. You'll play a key role in defining project scope, identifying and mitigating risks, and ensuring the quality of the final product. **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 maintain project schedules, resource allocation plans, and budget forecasts. ### 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 maintain integration plans, test scripts, and documentation. ### 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 maintain technical design documents, architecture diagrams, and system documentation. ### Testing and Quality Assurance * Develop test plans and conduct thorough testing to ensure the quality and functionality of chatbot and IVR systems. * Collaborate with QA teams to develop and execute test cases, identify defects, and develop fixes. * Develop and maintain test scripts, test data, and test environments. ### Risk Management * Identify potential risks and develop mitigation strategies to ensure project success. * Collaborate with stakeholders to develop and implement risk management plans. * Develop and maintain risk registers, issue logs, and action plans. ### Stakeholder Management * Communicate project status, risks, and issues to stakeholders, and manage expectations. * Collaborate with stakeholders to develop and implement stakeholder management plans. * Develop and maintain stakeholder registers, communication plans, and issue logs. ### Vendor Management * Manage relationships with vendors and ensure they deliver requirements. * Collaborate with vendors to develop and implement vendor management plans. * Develop and maintain vendor registers, contract management plans, and issue logs. ### Change Management * Implement change management processes to ensure smooth adoption of new technologies. * Collaborate with stakeholders to develop and implement change management plans. * Develop and maintain change management registers, communication plans, and issue logs. ### 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 implement performance monitoring and optimization plans. * Develop and maintain performance metrics, dashboards, and issue logs. **Experience and Skills** ### Project Management Methodologies * Experience with Agile, Waterfall, or other relevant project management methodologies. * Strong understanding of project management principles, including scope, time, cost, quality, resource, and risk management. ### Contact Center Technologies * Familiarity with contact center technologies, including IVR systems, chatbots, CRM systems, and call routing. * Experience with contact center software, including Genesys, Avaya, or Cisco. ### Chatbot and IVR Platforms * Experience with chatbot and IVR platforms, such as Amazon Connect, Genesys, or Kore.ai. * Strong understanding of chatbot and IVR development, including NLP and VUI design. ### Technical Skills * Strong technical background, including experience with API integration, database management, and web development. * Familiarity with programming languages, including Java, Python, or C#. * Experience with cloud-based platforms, including AWS or Azure. ### Communication Skills * Excellent written and verbal communication skills to effectively communicate with technical and non-technical stakeholders. * Strong presentation and facilitation skills to communicate project status and plans to stakeholders. ### Problem-Solving Skills * Strong problem-solving and analytical skills to identify and resolve technical issues. * Experience with root cause analysis and problem-solving methodologies. ### Leadership Skills * Ability to lead and motivate project teams to achieve project goals. * Strong leadership and management skills to manage and motivate team members. ### Business Acumen * Understanding of business processes and how chatbot and IVR systems can improve customer experience and business outcomes. * Experience with business analysis and requirements gathering. **What We Offer** * Competitive salary and benefits package * Opportunity to work on cutting-edge projects and technologies * 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 [arenaflex careers email]. 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