Manager-Project/Product III

Required Skills / Attributes 5+ years of experience supporting customer-facing digital platforms, contact center technologies, IVR, IVA, chatbot, or conversational AI solutions. Trident Consulting is seeking a " Project Manager-Contact Center ” for one of our clients in " Rosemead, CA (Hybird-Tue & Wed)” A global leader in business and technology services.

Trident Consulting is seeking a " Project Manager-Contact Center” for one of our clients in " Rosemead, CA (Hybird-Tue & Wed)” A global leader in business and technology services.

Please find additional details about the role below:
Title: Project Manager-Contact Center
Location: Rosemead, CA (Hybird-Tue & Wed)
Type: Contract
Pay rate: $83/hr on W2 (All inclusive)
Duration: 18+ Months

Day-to-Day Responsibilities / Workload

1. Support IVR/IVA operational activities and platform performance monitoring.
2. Coordinate project plans, timelines, risks, dependencies, and stakeholder communications.
3. Gather and document business requirements, acceptance criteria, and success measures.
4. Facilitate release planning, testing, implementation, and operational readiness activities.
5. Analyze customer journeys, call flows, containment rates, and conversion funnels to identify optimization opportunities.
6. Coordinate with vendors, technology teams, Product Owners, and business stakeholders.
7. Support issue resolution, production support activities, and ongoing service improvements.
8. Maintain project documentation, process maps, governance artifacts, and knowledge management materials.
9. Support budget tracking, invoice validation, forecasting, and contract-related activities.

Required Skills / Attributes

1. 5+ years of experience supporting customer-facing digital platforms, contact center technologies, IVR, IVA, chatbot, or conversational AI solutions.
2. Experience with project management, stakeholder management, risk management, and delivery coordination.
3. Experience gathering business requirements and defining acceptance criteria.
4. Experience supporting testing, release management, operational readiness, and production support.
5. Experience managing vendors and coordinating across multiple organizations.
6. Excellent communication, facilitation, analytical, and organizational skills.
7. Familiarity with NICE CXone or similar contact center technologies.
8. Ability to translate business and operational requirements into actionable solutions.

Education Requirement

1. Bachelor's Degree

Desired Skills / Attributes

1. Utility industry experience.
2. Experience with customer service operations.
3. Contact center transformation experience.
4. Business process improvement and governance experience.
5. Budget, purchase order, and vendor management experience.
6. Customer self-service modernization experience.

About Trident Consulting
Trident Consulting is an award-winning staffing and consulting firm headquartered in San Ramon, CA. Since 2005, we've partnered with Fortune 500 and high-growth companies to deliver high-quality talent across technology, engineering, business operations, and professional services.
We specialize in contract, contract-to-hire, and direct hire placements, supporting roles across IT, data & analytics, cloud, cybersecurity, finance & accounting, HR, operations, and more. With a strong focus on hard-to-fill and niche positions, our global recruiting engine enables us to deliver speed, quality, and scale.