Lead Software Delivery Project/Program Mgmt

**Position Overview**

The Lead Software Delivery Project/Program Management supports IVR and conversational AI initiatives across the voice customer journey. The role operates as a data-driven investigator and solution enabler, translating complex behavioral, business logic, routing, authentication, and conversational data into actionable insights that improve IVR performance, self-service outcomes, and overall customer experience.

In this capacity, the role provides critical analytical support for high-priority initiatives, validates post-release performance of new IVR features, identifies optimization opportunities across caller interactions, and enables reusable data assets that help cross-functional teams make faster, better-informed decisions.

**Key Responsibilities**

**IVR & Conversational AI Investigation**

Lead deep-dive investigations across the voice customer journey to understand caller behavior, business rule impacts, routing out...