Glansa Associates
Title:
Technical Project Manager
Contact Center / Conversational Platforms Location:
Cleveland, OH
Hybrid (23 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 KeyBanks 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
35+ 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.
Technical Project Manager
Contact Center / Conversational Platforms Location:
Cleveland, OH
Hybrid (23 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 KeyBanks 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
35+ 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.