Technical Project Manager Job at American IT Systems, Houston, TX

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  • American IT Systems
  • Houston, TX

Job Description

Title: Technical Project Manager

Location: Houston, TX (Onsite) - $60/hr CTC

Key Responsibilities

  • Understand requirements for inbound/outbound calling, IVR, ACD, skills-based routing, call queues, transfers, conferencing, voicemail, and call recording.
  • Partner with engineering and telecom teams on SIP, SIP trunking, PSTN, WebRTC, SBCs, carrier integrations, and voice infrastructure.
  • Drive integrations with CRM, workforce management, customer-data platforms, authentication, and third-party CCaaS systems.
  • Define APIs, technical requirements, data flows, and system integrations.
  • Improve voice quality, reliability, scalability, call setup time, and latency.
  • Partner with AI/ML teams on voice bots, conversational AI, agent assist, speech recognition, and text-to-speech capabilities.
  • Establish product metrics and operational KPIs, including containment, transfer rate, call completion, latency, MOS/voice quality, uptime, and customer satisfaction.
  • Lead cross-functional execution across engineering, architecture, telecom/carrier operations, security, legal, compliance, and customer-facing teams.
  • Drive platform modernization and migration from legacy contact-center infrastructure where applicable.

Required Qualifications

  • 10+ years of product management or technical product management experience, preferably in contact center, telephony, communications, SaaS, or enterprise platforms.
  • Strong understanding of SIP, RTP, PSTN, IVR, ACD, call routing, DTMF, codecs, SBCs, and telephony architectures.
  • Experience with contact-center platforms such as Genesys, NICE, Amazon Connect, Cisco, Five9, Twilio, or similar technologies.
  • Experience defining APIs and integrating telephony with enterprise applications/CRM systems.
  • Strong understanding of cloud architectures and distributed systems.
  • Ability to work effectively with engineers and communicate technical concepts to executive and non-technical stakeholders.
  • Experience with Agile product development, road mapping, prioritization, and delivery.

Preferred Qualifications:

  • Experience with voice AI, LLMs, conversational AI, ASR, TTS, and real-time voice agents.
  • Knowledge of telecom regulatory and compliance requirements such as TCPA, STIR/SHAKEN, PCI, and recording/privacy regulations.
  • Experience with cloud providers such as AWS, Azure, or GCP.
  • Experience operating high-volume, globally distributed voice systems.

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