Easter Seals Jobs

Overview

Hook & Invitation:

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us achieve our mission.

The mission of Microsoft Digital Employee Experience is to power, protect, and transform the employee experience at Microsoft, as the voice of our digital transition in the market.

As part of Microsoft’s Data Platform & Growth (DPG) organization within the Experiences & Devices (E+D) division, we are responsible for reimagining and transforming end-user productivity across the breadth and depth of Microsoft’s global workforce. This includes defining, creating/building, and delivering the vision for the Microsoft employee experience, human resources, corporate/legal affairs and real estate products, and running Microsoft’s internal network and infrastructure plus campus modernization and hybrid solutions. Our work is focused on empowering Microsoft employees with the tools and services that define the future of work while showcasing an employee experience blueprint that inspires customers and partners to help them navigate their digital transformation. Our team is on the frontline, leveraging cutting edge technologies that allow us to innovate and experiment which creates unmatched career opportunities.

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Job Description

We are seeking an experienced Program Manager to lead the implementation of Artificial Intelligence (AI) technologies within our Interactive Voice Response (IVR) system in Global Support internally. As the AI Implementation Program Manager, you will be responsible for overseeing the integration of cutting-edge AI solutions to enhance the efficiency and effectiveness of our Global Support IVR system.

Responsibilities

Responsibilities

1. Develop strategy comprehensive implementation plan for integrating AI capabilities into the IVR system- ACS (Azure Communication Services), ensuring alignment with organizational goals and objectives.2. Collaborate with cross-functional teams including AI engineers, software developers, Product Groups, and Service Managers Delivery to define project scope, requirements, and timelines.3. Identifyand Test AI technologies for Voice, tools, and platforms suitable for IVR enhancement, considering factors such as scalability, performance, and cost-effectiveness.4. Monitor project progress, identify risks and issues, and implement mitigation strategies to ensure on-time and within-functionality delivery.5. Implement key performance indicators (KPIs) and metrics to measure the impact of AI implementation on IVR performance, employee satisfaction, and operational efficiency.6. Conduct regular status meetings, prepare progress reports, and communicate project updates to stakeholders at all levels.7. Stay abreast of emerging AI technologies, industry trends, and best practices related to IVR systems, continuously seeking opportunities for innovation, integration and improvement.

Qualifications

Qualifications:

• Bachelor’s degree in computer science, Engineering, Information Technology, or a related field. (Required), Master’s degree (preferred).

• Proven experience (5 years) in project or program management in the implementation of AI technologies within IVR customer service or call center environments. (Required)

• Excellent leadership, communication, and interpersonal skills, with the ability to effectively collaborate with diverse teams and stakeholders. (Required)

• Demonstrated ability to manage multiple projects simultaneously, prioritize tasks, and adapt to changing priorities in a fast-paced environment. (Required)

• Strong technical background with knowledge of AI concepts, machine learning algorithms, natural language processing (NLP), and related technologies (Preferred)

• Experience with project management methodologies is a plus. (Preferred)

Join our dynamic team and play a pivotal role in transforming our IVR system with state-of-the-art AI capabilities to deliver exceptional employee experiences. Apply now!

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .