Provide project support for Contact Center technology initiatives at account, regional, and divisional levelsAssist with post-project data gathering and analysisSupport Contact Center technology implementation testing, including test case coordinationAssist Speech managers with projects designed to enhance customer experience through speech technologyCreate and manage testing plans covering data and process elements for user requirementsEscalate errors and anomalies to project teams or appropriate support resources; retest and report as neededContribute to account assessments and account strategyPartner with resources on data gathering and analysis for real‐time and historical reportingMaintain reports on new technology results to support ROI measurementManage PeopleSoft tickets within required timelines and quality standardsMaintain documentation and version controlAnalyze and propose actions to improve Contact Center technology performance and optimizationRequirementsPrior experience in data reporting, analytical work, or another similar fieldDemonstrated skills in word processing, spreadsheets, and presentation softwareMicrosoft Office proficiencyAbility to manage and coordinate multiple initiatives simultaneously,



including competing prioritiesAbility to identify customer needs through listening, probing questions, and applying knowledgeExecution focus and results orientationAbility to translate strategy into specific goals, tactics, action plans, and deliverablesExcellent verbal and written communication skills in EnglishCore CompetenciesDemonstrates expertise in project support for Contact Center technology initiatives, with a strong focus on data analysis, reporting, and implementation testing.
Proficient in managing multiple projects while ensuring effective communication and documentation.Highest-signal resume keywordsData ReportingAnalytical SkillsMicrosoft Office ProficiencyProject CoordinationCustomer Needs IdentificationATS Optimization KeywordsHard SkillsData AnalysisTesting Plan ManagementError EscalationROI MeasurementVersion ControlSoft SkillsExcellent Verbal CommunicationExcellent Written CommunicationExecution FocusResults OrientationAbility to Manage Competing PrioritiesIndustry KeywordsContact Center TechnologyCustomer ExperienceProject SupportAccount StrategyReal-Time ReportingTools & TechnologiesPeopleSoftWord Processing SoftwareSpreadsheet SoftwarePresentation Software
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📌 Project Analyst, Contact Center Solutions (Monterrey)
🏢 Jobtailor
📍 Monterrey