Project Manager

Title: Technical Project Manager – Contact Center / Conversational Platforms

Location: Cleveland, OH – Hybrid (2–3 days onsite per week)

Role Summary

KeyBank is seeking a Technical PM to lead delivery of contact center and conversational platform initiatives, including Twilio/CPaaS, Google Dialogflow voice/chat bots, and integration with banking systems. The Technical PM will manage scope, timelines, risks, vendors, and cross-functional teams (onshore/offshore).

Key Responsibilities

• Own end-to-end project planning and execution for Twilio / Dialogflow / contact center initiatives.
• Work closely with DS Architect, Technical BA, and engineering teams to ensure solution design and delivery align with KeyBank’s standards.
• Manage project plans, RAID logs, budgets, and resource allocations.
• Coordinate with business stakeholders (contact center operations, digital, compliance, security) to prioritize requirements and clarify scope.
• Drive Agile ceremonies (standups, sprint planning, demos, retrospectives) and ensure high-quality, on-time delivery.
• Manage third-party vendors (e.g., Twilio, GCP partners) and internal IT teams.
• Report status to senior leadership and proactively escalate risks and dependencies.

Required Skills & Experience

• 8 years of IT project management experience, with 3–5 years leading contact center, CPaaS, or conversational AI projects.
• Strong understanding of:
• Twilio / CPaaS or similar communication platforms
• Google Dialogflow, voice bot / chatbot concepts
• Cloud (GCP, AWS, or Azure) fundamentals
• Proven experience managing hybrid teams (onshore/offshore) in a structured methodology (Agile/Scrum or hybrid Agile).
• Excellent skills in project planning tools (e.g., Jira, Azure DevOps, MS Project, Confluence).
• Experience in banking/financial services or other highly regulated industries.
• Strong communication, stakeholder management, and executive reporting skills.