Top 114 Support escalation engineer Jobs in Research Triangle Park Nc

ZVA AI Implementation Project Manager
Technical Source —Raleigh, NC
- Remote
- Mid-level
- Communication skills
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CCaaS Implementation Engineer, AI.bot focus
Technical Source —Raleigh, NC
- $65 - $80 an hour
- Remote
- System design
- Mid-level
- Organizational skills
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Data Center Power and Cooling Support Manager
Lenovo —Morrisville, NC
- $150,000 - $195,000 a year
- Full-time
- 5 years
- Continuous improvement
- Senior level
13d
Citrix / Azure Virtual Desktop Architect
UNC Health —Morrisville, NC
- $47.90 - $68.86 an hour
- Full-time
- Remote
- Azure
- Computer Science
- 5 years
3h
Support Account Manager
NetApp —Morrisville, NC
- $100,300 - $136,000 a year
- Azure
- 5 years
- Mid-level
- Employee stock purchase plan
- Health insurance
6d
Security Engineer III
Aspirion —Durham, NC
- $150,000 a year
- Full-time
- Computer Science
- DevOps
- HIPAA
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Product Specialist
Clever Devices Ltd. —Apex, NC
- $70,000 - $120,000 a year
- Full-time
- Computer science
- Microsoft Outlook
- Computer Science
- Paid holidays
- Disability insurance
Quick Apply
Infra Support + Oracle DBA
Tata Consultancy Services —Cary, NC
- $90,000 - $105,000 a year
- Computer Science
- Mid-level
- Bachelor's degree
13d
Project Coordinator -- IRA Programs
APTIM —Raleigh, NC
- $21.00 - $26.50 an hour
- Microsoft Outlook
- Mid-level
- Administrative experience
- Paid holidays
- Disability insurance
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Technical Solutions Engineer - Datacenter
Arista Networks —Cary, NC
- Full-time
- Hybrid work
- Mid-level
- Office
- Java
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Specialist IS Engineer - Citrix
Amgen —Holly Springs, NC
- $112,483.05 - $152,182.95 a year
- Computer science
- Doctoral degree
- Computer Science
- Disability insurance
- Health insurance
TAC, Systems Support Engineer
Clever Devices Ltd. —Apex, NC
- $90,000 - $120,000 a year
- Full-time
- Computer science
- Microsoft Excel
- Microsoft Outlook
- Paid holidays
- Disability insurance
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Engineer: Tier 1 (On-site)
Trace3 —Raleigh, NC
- $80,000 - $85,000 a year
- English
- Research
- Mid-level
- Health savings account
- Disability insurance
Manager, Delivery - CX AI
TELUS Digital —Durham, NC
- $100,000 - $160,000 a year
- Full-time
- Hybrid work
- 7 years
- Office
- Continuous improvement
13d
SCADA Project Manager (Remote)
SOLV Energy, LLC —Raleigh, NC
- $120,978 - $147,536 a year
- Full-time
- Remote
- ERP systems
- System design
- Conflict management
- Paid holidays
- Disability insurance
Quick Apply
Software Escalation Engineer (Python)
Varonis —Morrisville, NC
- Azure
- Computer Science
- Bachelor of Science
Lead Network Engineer
Disney —Raleigh, NC
- $148,300 - $198,800 a year
- Hospitality
- Computer Science
- 5 years
Technical Support Engineer
Extreme Networks —Raleigh, NC
- Full-time
- Hybrid work
- Research
- Mid-level
- Windows
Quick Apply
Enterprise AI Platform Operations Engineer
MetLife —Cary, NC
- $105,000 - $175,600 a year
- Email
- Office
- 8 years
- Travel
- Paid holidays
- Disability insurance
Production Support Engineer - Assistant Vice President
Deutsche Bank —Cary, NC
- $100,000 - $153,000 a year
- Full-time
- Hybrid work
- Office
- Windows
- SQL
- Health insurance
- Work from home

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support escalation engineer jobs near research triangle park nc

ZVA AI Implementation Project Manager

Technical Source -
Raleigh, NC

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Job Details

Qualifications

Customer communication
Customer relationship building
Project documentation
Communication platforms
Managing clients in a customer support role
Issue tracking
Customer engagement
Collaborative technology platforms
Leading team collaboration initiatives
Customer support
Managing projects
Telephone systems
CRM system proficiency
Risk & issue management
Escalation handling
Cross-functional team management
Project stakeholder communication
Cross-functional communication
Progress tracking (project management tasks)
Client interaction via phone calls

Full Job Description

Job Title: CCaaS AI Implementation Project Manager
Team: Customer Experience / CCaaS & AI Deployments
Level: Mid-Level
Openings: 3

About the Company

We are a global leader in unified communications and customer experience solutions. Our platform powers video, voice, chat, and contact center capabilities for organizations of all sizes, helping them connect teams, engage customers, and deliver modern, AI-driven experiences across channels.

Our customer experience and CCaaS (Contact Center as a Service) offerings include AI-powered virtual agents and automation that help organizations streamline and improve customer interactions across phone, voice, and digital channels.

Role Summary

We are hiring three Mid-Level CCaaS AI Implementation Project Managers to support deployment projects for mid-market clients. These roles mirror the scope of our existing implementation project managers but are not senior program manager positions.

The emphasis is on customer-facing communication, coordination, and stakeholder management, rather than advanced or heavily technical project management. You will guide clients through AI and CCaaS implementation projects, ensuring clarity, alignment, and a smooth experience while working alongside technical deployment and engineering teams.

Ideal candidates have a Professional Services background, strong client-facing skills, and familiarity with phone/contact center or CCaaS projects, ideally from vendors such as Avaya, Genesys, RingCentral, 8x8, Five9, Gleen, Cognigy, Cisco, or similar environments.

Key Responsibilities

Client-Facing Project Coordination
- Serve as the primary day-to-day contact for mid-market customers during CCaaS and AI implementation projects.
- Lead regular customer touchpoints (status calls, check-ins, alignment meetings) to keep stakeholders informed and engaged.
- Clarify scope, timelines, and expectations, escalating risks or blockers to senior team members when needed.
Implementation Support (Non-Technical PM)
- Partner with deployment engineers and solution teams to understand implementation plans and communicate them clearly to customers.
- Track progress against key milestones and deliverables, ensuring internal and customer teams stay aligned.
- Help coordinate activities across customers, Professional Services, support, and other internal groups—without owning detailed resource scheduling or complex project plans.
Communication & Stakeholder Management
- Translate technical topics into business-focused updates for customer stakeholders.
- Capture customer decisions, risks, and action items, and ensure follow-through across all parties.
- Manage expectations around capabilities and timing, focusing on clear, proactive communication.
Professional Services Collaboration
- Work closely with Professional Services leadership and peers to apply standard methodologies and processes for mid-market implementations.
- Provide feedback from customers and projects to improve delivery practices and templates.
- Support light documentation needs (project summaries, status reports, high-level plans).
Tools & Systems
- Use Salesforce and other internal tools to track projects, activities, and customer information.
- Collaborate with teams using unified communications and contact center tooling, including AI-powered components.

Required Qualifications

Professional Services & Customer-Facing Experience
- Experience in a Professional Services, implementation, or customer success role managing or supporting deployment projects.
- Strong customer-facing skills: running calls, managing expectations, and handling escalations with professionalism.
Domain Experience (CCaaS / Contact Center)
- Familiarity with phone, contact center, or CCaaS projects (voice, IVR, routing, or customer support workflows).
- Background with one or more platforms or companies such as:
- - Avaya, Genesys, RingCentral, 8x8, Five9, Gleen, Cognigy, Cisco, or similar contact center/CX vendors.
Project Coordination Skills
- Experience coordinating mid-sized, cross-functional implementation projects, ideally in SaaS or cloud environments.
- Comfortable tracking milestones, risks, and issues—even if not acting as a highly technical or PMI-style project manager.
- Able to work from existing frameworks and templates rather than building complex PM methodologies from scratch.
Tools & Process Familiarity
- Experience with Salesforce or similar CRM tools.
- Familiarity with collaboration and communication tools commonly used in UCaaS/CCaaS environments.
- Comfortable working within established processes and using internal tools to document and track project activity.
Soft Skills
- Excellent verbal and written communication skills, especially for non-technical audiences.
- Strong relationship-building and stakeholder management capabilities.
- Organized, detail-conscious, and able to manage multiple mid-market projects at once.
- Collaborative, team-oriented mindset; comfortable working closely with technical and non-technical colleagues.

Ideal Background & Profile

3–7 years in project coordination, implementation project management, Professional Services, or customer-facing delivery roles in CCaaS, contact center, UCaaS, or CX.
Experience supporting deployments that include AI-powered or virtual agent components, even if not as a deep technical specialist.
Comfortable in a role where the focus is on communication, coordination, and client interaction, rather than detailed scheduling, advanced methodologies, or complex program management.
Motivated to grow within the CCaaS and AI implementation space, partnering closely with technical deployment teams to deliver successful customer outcomes.

Quick Apply

Refine Your Search

support escalation engineer jobs in research triangle park nc

ZVA AI Implementation Project Manager

CCaaS Implementation Engineer, AI.bot focus

Data Center Power and Cooling Support Manager

Citrix / Azure Virtual Desktop Architect

Support Account Manager

Security Engineer III

Product Specialist

Infra Support + Oracle DBA

Project Coordinator -- IRA Programs

Technical Solutions Engineer - Datacenter

Specialist IS Engineer - Citrix

TAC, Systems Support Engineer

Engineer: Tier 1 (On-site)

Manager, Delivery - CX AI

SCADA Project Manager (Remote)

Software Escalation Engineer (Python)

Lead Network Engineer

Technical Support Engineer

Enterprise AI Platform Operations Engineer

Production Support Engineer - Assistant Vice President

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