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Technical Program Manager, Contact Center Enablement

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Brightspeed

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Location:
United States , Charlotte

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

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Job Description:

We are seeking a Technical Program Manager to support our Contact Center Enablement team in driving process improvements and technology enablement within our contact center environment. In this role, you will play a critical part in managing complex projects that enhance the efficiency and effectiveness of our contact center operations. This role involves collaboration across various teams, data analysis for process improvement, and the execution of strategic initiatives that align with our business objectives.

Job Responsibility:

  • Research and analyze emerging contact center technologies, particularly in A.I., to implement innovative solutions that streamline processes and enhance operational performance
  • Lead complex technical initiatives that align with industry best practices
  • Foster a culture of continuous improvement by identifying opportunities for innovation and process enhancements
  • Develop integrated project plans, scope, and timelines for multiple initiatives, ensuring timely delivery of objectives
  • Conduct regular project team meetings, enhancing communication and collaboration across business units
  • Act as the primary liaison between stakeholders and technical teams to address challenges and implement solutions effectively
  • Foster strong relationships with IT, product, and operations teams to align initiatives and gather insights for continuous improvement
  • Facilitate training and development sessions to address process improvement needs within the contact center
  • Establish feedback mechanisms to gather insights from agents and customers
  • Establish key performance indicators (KPIs) and metrics to evaluate the success of contact center initiatives
  • Analyze performance data to identify areas for improvement and inform decision-making processes
  • Prepare and present detailed reports on project progress and outcomes to senior management

Requirements:

  • Bachelor’s degree in Business Administration, Information Technology, or a related field
  • 5+ years of experience in a contact center, telecom, or process improvement role
  • Proven project management skills, with experience leading complex projects from inception to completion
  • Strong analytical skills, with the ability to leverage data to drive strategic decisions and improvements
  • Excellent communication and presentation skills, capable of engaging with stakeholders at all levels
  • Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively
  • Proficient in MS Office Suite, particularly Excel and PowerPoint

Nice to have:

Background in customer service and technical support

What we offer:
  • competitive medical, dental, vision, and life insurance
  • employee assistance program
  • 401K plan with company match
  • host of voluntary benefits

Additional Information:

Job Posted:
January 12, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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