Lead critical projects that enhance Western Digital's consumer customer support experience through advanced contact center technologies and telecommunications infrastructure. Drive implementation of AI-powered customer engagement solutions and optimize call center operations to deliver world-class support.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Project Leadership
- Manage end-to-end implementation of Contact Center as a Service (CCaaS) enhancement projects
- Lead deployment and optimization of AI chatbot and AI IVR (Interactive Voice Response) solutions
- Drive call center telecommunications infrastructure upgrade projects
- Develop project plans, timelines, budgets, and resource allocation strategies
- Coordinate cross-functional teams including IT, Operations, Vendor Management, and Customer Support
- Technology Implementation
- Oversee AI-powered customer engagement tools to improve first-contact resolution and customer satisfaction
- Implement and optimize CCaaS platform capabilities (voice, chat, email, social channels)
- Manage telecom infrastructure projects including VoIP, routing systems, and network optimization
- Ensure seamless integration between new technologies and existing systems
- Monitor and report on technology performance metrics and ROI
- Stakeholder Management
- Partner with Call Center Operations to understand business requirements and pain points
- Collaborate with IT and Security teams to ensure compliance with WD standards
- Manage vendor relationships for CCaaS and telecom service providers
- Present project status, risks, and recommendations to program management and leadership
- Facilitate training and change management for new technology rollouts