Associate Technical Project Manager (Remote)

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Who is Interactions?
Interactions, LLC is the world's largest independent AI company. We operate at the intersection of customer experience and AI - two of today's most innovative and dynamic industries. Since 2004, we've helped leading companies like MetLife, Citi, Shutterfly, and LifeLock have millions of successful conversations, resulting in saving operational cost and increasing productivity.
Interactions' 5-year vision is to accelerate a transition from today's frustrating and uninspired customer service experiences into amazing conversational engagements! Allowing customers to communicate in their own words and on their channel of choice, to accomplish tasks, all without having to go through an agent. In doing this via our conversational AI engine, our customers benefit from dramatically improved customer experience and increased customer engagement, while also saving significant and demonstrable operational expenses.
Job Description
As a member of the Corporate team, you will be a part of the backbone of a company that builds and brings to market artificial intelligence technologies, including natural language processing and cognitive computing. You will build best practices that will serve internal (and sometimes external) customers and business partners.
The Vendor Technical Program Manager is responsible for assessing organizational
development needs of business operations and functional units to ensure continuous
technology quality improvement processes. The Vendor Technical Program Manager continuously reviews and refines networking and technical infrastructure and plans for improvements by collecting requirements and by developing recommendations and presenting summary findings to department leadership.
Job Responsibilities

  • Evaluate technology strategies and projects to ensure our Vendor platforms and connectivity align with Interactions established goals.
  • Create, develop and maintain accurate processes that support the continuous technology improvement of operational vendor management.
  • Develop detailed technology project plans to support the vendor management organization.
  • Collaborate with vendors and internal stakeholders including Technical Operations, Networking Operations, NOC and Information Security to develop and maintain technology performance metrics, measurements, methods and targets.
  • Lead and drive technology solutions with our internal stakeholders and our vendor enterprise.
  • Participate and support such Audits as PCI and SOC 2 Type 2 providing examples of process and Standard Operating Procedures for evidence.
  • Create and maintain SOP database and ensure vendor compliance.
  • Use work aids, such as process descriptions, checklists, templates, and guides to assist personnel with implementing defined process.
  • Interpret historical, current, and projected data to identify problems, causes, and areas for which procedural or system changes are indicated.
  • Review and write comprehensive technical records and reports, identify alternatives, and make recommendations.
  • Oversee simplification studies, and evaluate operations and procedures.
  • Analyze and audit Vendor invoices for accuracy and ensure compliance on SLAs.
  • Own and manage weekly IT Vendor calls and ensure timelines are met and KPIs are achieved.


Qualifications
Required

  • Bachelor's Degree in related field or equivalent work experience.
  • Three years related work experience.
  • Demonstrated success in continuous improvement initiatives, project management, and organizational development.
  • Strong analytical, organizational planning, and time management skills.
  • Strong research skills, including gathering and analyzing data from multiple sources.
  • Effective writing skills.
  • Ability to maintain discretion and confidentiality
  • Demonstrated ability to work productively in a cross-functional team environment.
  • Proven ability to:
    • Interpret and apply rules, regulations, policies, and procedures in a productive manner
    • Effectively use interpersonal and communication skills, including tact and diplomacy
    • Effectively use organization and planning skills with attention to detail and follow through
  • Demonstrated knowledge of business practices and procedures including:
    • Continuous quality improvement processes
    • Planning processes
    • Assessment processes


Preferred

  • None


Why Work at Interactions?
We've created a culture of people who are dedicated to helping each other and the company succeed. We take time to celebrate wins and recognize accomplishments. Whether it's a seasonal event or friendly competition, we're always thinking of new ways to have fun.
Our team's health and well-being is important to us. In addition to a full suite of benefits, we offer 5 weeks of time off with pay, 401k matching, paid parental leave and flexible work schedules. We are all committed to the company's success by being valued shareowners and are incentivized through individual performance and company results. Come join us!
Interactions is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, marital status, age, disability or protected veteran status, or any other characteristic protected by law.

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