Job Description
**Position Overview**
**The Principal Software Delivery Project/Program Manager serves as an investigative subject matter expert for IVR and Conversational AI analytics, performance optimization, and customer journey intelligence across the voice channel. Combining deep expertise in customer experience design, business logic, routing strategies, authentication flows, and data architecture, this role transforms complex behavioral and operational data into actionable insights that drive informed decision-making and measurable business outcomes.**
**Acting as both a data-driven investigator and solution enabler, the role leads the analysis of caller interactions, system behaviors, and conversational experiences to identify opportunities that improve self-service performance, call steering effectiveness, containment, and overall customer experience. Beyond leveraging existing reporting, the individual develops innovative data assets, analytical frameworks, investigative m...
**The Principal Software Delivery Project/Program Manager serves as an investigative subject matter expert for IVR and Conversational AI analytics, performance optimization, and customer journey intelligence across the voice channel. Combining deep expertise in customer experience design, business logic, routing strategies, authentication flows, and data architecture, this role transforms complex behavioral and operational data into actionable insights that drive informed decision-making and measurable business outcomes.**
**Acting as both a data-driven investigator and solution enabler, the role leads the analysis of caller interactions, system behaviors, and conversational experiences to identify opportunities that improve self-service performance, call steering effectiveness, containment, and overall customer experience. Beyond leveraging existing reporting, the individual develops innovative data assets, analytical frameworks, investigative m...