Provide project support for Contact Center technology initiatives at account, regional, and divisional levels
Assist with post-project data gathering and analysis
Support Contact Center technology implementation testing, including test case coordination
Assist Speech managers with projects designed to enhance customer experience through speech technology
Create and manage testing plans covering data and process elements for user requirements
Escalate errors and anomalies to project teams or appropriate support resources; retest and report as needed
Contribute to account assessments and account strategy
Partner with resources on data gathering and analysis for real‐time and historical reporting
Maintain reports on new technology results to support ROI measurement
Manage PeopleSoft tickets within required timelines and quality standards
Maintain documentation and version control
Analyze and propose actions to improve Contact Center technology performance and optimization
Requirements
Prior experience in data reporting, analytical work, or another similar field
Demonstrated skills in word processing, spreadsheets, and presentation software
Microsoft Office proficiency
Ability to manage and coordinate multiple initiatives simultaneously, including competing priorities
Ability to identify customer needs through listening,



probing questions, and applying knowledge
Execution focus and results orientation
Ability to translate strategy into specific goals, tactics, action plans, and deliverables
Excellent verbal and written communication skills in English
Core Competencies
Demonstrates 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 keywords
Data Reporting
Analytical Skills
Microsoft Office Proficiency
Project Coordination
Customer Needs Identification
ATS Optimization Keywords
Hard Skills
Data Analysis
Testing Plan Management
Error Escalation
ROI Measurement
Version Control
Soft Skills
Excellent Verbal Communication
Excellent Written Communication
Execution Focus
Results Orientation
Ability to Manage Competing Priorities
Industry Keywords
Contact Center Technology
Customer Experience
Project Support
Account Strategy
Real-Time Reporting
Tools & Technologies
PeopleSoft
Word Processing Software
Spreadsheet Software
Presentation Software
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📌 Project Analyst, Contact Center Solutions (Monterrey)
🏢 Jobtailor
📍 Monterrey