Western Digital
Computer Hardware
ProjectManager,DigitalCustomerExperience
“Project Manager, Digital Customer Experience at Western Digital. Skills: Project Leadership, Technology Implementation, Stakeholder Management. 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”
What You'll Achieve.
enhance Western Digital's consumer customer support experience; optimize call center operations to deliver world-class support; improve first-contact resolution and customer satisfaction
Industry & Context.
problem solvers
What They're Looking For.
Must Have
Demonstrated project management experience, preferably in contact center or customer service environments, Hands on experience managing CCaaS platform implementations or migrations, Proven track record implementing AI/ML solutions (chatbots, voice bots, automation)
What You'll Do.
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
and resource allocation strategies
Oversee AI-powered customer engagement tools to improve first-contact resolution and customer satisfaction
Implement and optimize CCaaS platform capabilities (voice
Manage telecom infrastructure projects including VoIP
and network optimization
Ensure seamless integration between new technologies and existing systems
Monitor and report on technology performance metrics and ROI
How You'll Work.
Team & Collaboration
Coordinate cross-functional teams including IT, Operations, Vendor Management, and Customer Support; 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
Process & Methodology
Project Leadership, Develop project plans, timelines, budgets, and resource allocation strategies
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