Contract Length: 8 months + possible extensions
Position Overview:
To support the deployment of AI-enabled solutions within a highly regulated call center environment. This position is responsible for driving successful adoption across diverse regions and teams by executing a comprehensive change management strategy, ensuring stakeholder alignment, and enabling frontline agents through effective communications, training, and ongoing support.
Experience:
- 5+ years of experience managing and executing change management and communication plans
- Experience with deployment of AI-enabled solutions, preferably in a call-center environment
- Experience leading change champion networks and train‑the‑trainer initiatives
- Preferred: Experience in medical device organizations
- Lead change management and user adoption efforts across clinicians, contact center agents, QA/RA teams, and field personnel.
- Own training, communications, standard operating procedure (SOP) and work instruction updates, and formal change control activities associated with new processes and system enhancements.
- Ensure alignment between Regulatory Affairs (RA) and Quality Assurance (QA) processes for automated safety and complaint detection, including Medical Device Reporting (MDR).
- Partner with RA/QA stakeholders to ensure documentation, escalation, and reporting requirements are met in accordance with regulatory standards.
- Align success metrics with leadership, and define evaluation and tracking mechanisms
- Support UAT and hypercare, manage reporting, change impact, and feedback collection
- Manage tools (Custom GPT/SharePoint) used for answering agent questions and send out communications
- Lead change champion networks and train‑the‑trainer initiatives to scale adoption across teams.
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What We Do
LingaTech, Inc., a minority owned business, NMSDC MBE Certified, and is PA Small Diverse Business (SDB) Verified since 2014. We are a member of the Harrisburg Regional Chamber of Commerce & CREDC, and are registered with Hireveterans.com & PurplePlacement.com.
We believe in technology innovation and customer partnership to deliver world class IT consultants, products and services. We provide high end consultants to partner with your organization to maximize your growth and achieve your IT goals. As your technology partner, when your business grows we grow with you.
We offer software services in three major areas – Product development, Custom software development and Project Management. With professionals having more than 15 years of experience in software industry, our clients are assured of products/services that are of great quality.
