Job Details

Senior AI Project Manager – Contact Center Transformation (CCAI)

Location: Downtown Houston, TX (Hybrid)

Rate: $110–$125/hr (1099)

Duration: 12 Months – Strong Potential for Extension

Work Authorization: U.S. Citizen or Green Card Only

Notes: NO C2C (Corp 2 Corp) engagements

Why This Role Matters

This role sits at the intersection of AI, operations, and emergency response. You will lead the deployment of AI-powered contact center capabilities that enable real-time decision-making during outages, storms, and high-impact events—directly improving how millions of customers are supported when it matters most.

The Opportunity

ElevationHR is partnering with a major U.S. energy provider serving millions of customers to deliver a critical AI transformation initiative across its contact center and Emergency Operations ecosystem.

• Duration: 12 months (strong extension potential)
• Rate: $110–$125/hr (1099)
• Location: Hybrid – Downtown Houston, TX

What You'll Lead

Program Delivery & Execution

• Own end-to-end delivery of Contact Center AI (CCAI) initiatives supporting Emergency Operations Center (EOC) capabilities
• Manage scope, schedule, risks, dependencies, and cross-functional alignment
• Serve as the primary liaison across executive leadership, consulting partners, and internal teams

Implementation

• Oversee deployment of:
• Virtual Agents (voice/chat)
• Agent Assist tools
• Call transcription & conversational AI workflows
• Real-time analytics dashboards
• Drive conversational design, NLP model training, and intent optimization

Operational Use Cases

• Translate business needs into AI-enabled workflows for:
• Outage reporting and restoration updates
• Incident response and escalation
• High-volume surge event management
• Enable real-time visibility into call drivers, volumes, and geographic impact

Enterprise Integrations

• Lead integrations across:
• CRM, OMS, GIS, knowledge platforms, and analytics systems
• Coordinate APIs, webhooks, and real-time data exchange across enterprise architecture

Testing, Release & Hypercare

• Own UAT planning and execution
• Drive release readiness and production deployments
• Lead hypercare during critical events and peak call volumes

Risk, Resilience & Governance

• 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

Executive Communication

• Deliver weekly executive updates on program health, risks, and milestones
• Facilitate steering committee discussions and decision-making

What You Bring

Required

• Bachelor's degree in Computer Science, Information Systems, Engineering, Business, or a related field
• 7+ years of Program/Project Management experience
• Proven delivery of AI-enabled or contact center solutions
• Experience leading enterprise system integrations (APIs, real-time platforms)
• Strong vendor management and executive stakeholder communication
• Experience operating in complex, regulated environments
• Agile or hybrid delivery experience

Preferred

• Bachelor's degree in a relevant field (e.g., Technology, Data, Business)
• Experience with Contact Center AI platforms
• Exposure to utilities, energy, or Emergency Operations environments
• Knowledge of:
• Conversational AI / NLP
• Contact center analytics
• Cloud platforms (GCP, AWS, Azure)
• PMP, Scrum Master, or similar certification

Technology Environment

• Cloud: Google Cloud, AWS, Azure
• AI: Virtual agents, NLP, conversational AI, agent assist
• Data: Real-time analytics, dashboards, event-driven systems
• Enterprise: CRM, OMS, GIS, APIs, knowledge platforms

Why Join

• $110–$125/hr (1099)
• Lead a high-visibility AI transformation initiative
• Direct impact on critical infrastructure and emergency response
• Work at enterprise scale across AI, data, and operations

Key Requirements

• U.S. Citizen or Green Card only
• No C2C (unless under candidate's own LLC)
• No relocation support