Project Manager Agentic Contact Center (m/w/d) / 45838
Core
Leading the end-to-end development and scaling of an Agentic Contact Center approach, translating customer service requirements into AI use cases and integrating new AI capabilities into existing processes.
Role type
Senior Project Manager (AI & Customer Service Transformation)
Builds
AI-driven contact center solutions and processes
Domain
Customer Service / AI / Contact Center
Deliverable
production ML models
Required skills
Project management, AI affinity, customer service knowledge, process understanding, stakeholder management, business case management, risk management, solution design
Preferred skills
Experience in transformation or digital projects, understanding of contact center architecture
Technologies
AI, Agentic AI
Responsibilities
Steer the development and implementation of an Agentic Contact Center approach from exploration to MVP and scaling; Translate technical requirements from customer service into concrete AI use cases, processes, and solution requirements; Identify and prioritize relevant AI application scenarios with customer service, countries, and other departments; Ensure the integration of new AI capabilities into existing processes and future contact center architecture; Manage business case, progress, and risks with a clear focus on customer experience, efficiency, and measurable business value
