Project Coordinator IVR IVA and Contact Center Operations

JOB TITLE: Project Coordinator – IVR/IVA & Contact Center Operations LOCATION: Rosemead, CA (Hybrid – Onsite Tuesday & Wednesday) SCHEDULE: Monday – Friday, 8:00 AM – 5:00 PM DURATION: 18-Month Contract PAY: 78-83 USD per hour Job Responsibilities: In this role, you will support the delivery, maintenance, and optimization of customer-facing contact center technologies, including IVR, IVA, and conversational AI platforms. You will partner with cross-functional teams to coordinate projects, improve customer experiences, and ensure operational excellence. Key responsibilities include: Supporting IVR/IVA operational activities, platform performance monitoring, and ongoing service improvements. Coordinating project plans, schedules, risks, dependencies, and stakeholder communications. Gathering and documenting business requirements, acceptance criteria, and project success metrics. Facilitating release planning, testing, implementation, and operational readiness activities. Analyzing customer journeys, call flows, containment rates, and conversion funnels to identify optimization opportunities. Collaborating with technology teams, Product Owners, vendors, and business stakeholders to ensure successful project execution. Supporting production issue resolution and continuous process improvements. Maintaining project documentation, governance artifacts, process maps, and knowledge management materials. Assisting with budget tracking, invoice validation, forecasting, and contract administration activities. Essential Duties and Job Functions: Coordinate project activities across multiple teams to ensure timely delivery of project milestones. Monitor IVR/IVA platform performance and support operational maintenance activities. Gather, document, and validate business requirements while defining acceptance criteria. Support user acceptance testing (UAT), release management, implementation planning, and production readiness. Analyze customer interaction data and operational metrics to recommend process improvements. Coordinate with internal teams, vendors, and business partners to resolve project issues and dependencies. Track project risks, issues, action items, and communicate status updates to stakeholders. Develop and maintain project documentation, governance materials, and operational procedures. Support production incidents and assist with continuous improvement initiatives. Assist with budget management, purchase tracking, invoice reconciliation, forecasting, and vendor coordination. Knowledge & Skills: Strong understanding of customer-facing digital platforms, contact center technologies, IVR, IVA, chatbot, or conversational AI solutions. Experience with project management methodologies, stakeholder management, and delivery coordination. Ability to gather business requirements and translate them into actionable project deliverables. Experience supporting testing, release management, operational readiness, and production support. Strong analytical skills with the ability to evaluate customer journeys, call flows, and operational performance metrics. Excellent written, verbal, and presentation communication skills. Strong organizational skills with the ability to manage multiple priorities and deadlines. Experience working with cross-functional teams, vendors, and external partners. Familiarity with NICE CXone or similar contact center platforms. Ability to identify risks, anticipate issues, and develop effective solutions. Education & Experience: Bachelor's degree in Business, Management, Engineering, or a related field, or an equivalent combination of education, training, and experience. 5–7 years of experience supporting customer-facing digital platforms, contact center technologies, IVR, IVA, chatbot, or conversational AI solutions. Experience coordinating or managing small to medium-sized projects or product workstreams. Working knowledge of project management tools, methodologies, and best practices. Proven ability to develop project plans, manage schedules, track progress, and execute deliverables. Experience with vendor management, budget tracking, purchase orders, and contract coordination preferred. Utility industry experience preferred. Experience with customer service operations, contact center transformation, business process improvement, governance, or customer self-service modernization is highly desirable. #J-18808-Ljbffr Hydrogen UK Ltd