Project Manager, Digital Customer Experience

Western Digital•San Jose, CA

16h•Onsite

About The Position

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.

Requirements

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)
Experience with telecom infrastructure projects in enterprise environments
Background managing complex, multi-stakeholder technology initiatives

Responsibilities

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
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
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

Benefits

paid vacation time
paid sick leave
medical/dental/vision insurance
life, accident and disability insurance
tax-advantaged flexible spending and health savings accounts
employee assistance program
other voluntary benefit programs such as supplemental life and AD&D, legal plan, pet insurance, critical illness, accident and hospital indemnity
tuition reimbursement
transit
the Applause Program
employee stock purchase plan
the WD Savings 401(k) Plan