Senior Project Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the comprehensive delivery of intricate CX, CCaaS, AI, and digital transformation initiatives from initiation through deployment and subsequent optimization.

• Assume responsibility for the scope, timeline, budget, quality, outcomes, CSAT, and metrics related to customer success.

• Direct cross-functional teams involving project management, architecture, engineering, AI, data, integrations, operations, and client stakeholders.

• Establish governance standards, executive steering committees, risk assessments, delivery rhythms, status updates, and project documentation.

• Maintain RAID logs, program health indicators, project schedules, decisions, dependencies, and action item tracking.

• Identify risks, dependencies, and challenges; formulate mitigation strategies and escalate when necessary.

• Coordinate the delivery of AI solutions encompassing design, configuration/build, testing, UAT, production launch, and post-launch optimization.

• Oversee data readiness, ensuring quality, accessibility, security, and dependencies of data sources are met.

• Set AI success criteria and monitor accuracy, containment, task completion, adoption, latency, quality, and customer experience outcomes.

• Ensure rigorous AI testing, evaluation, guardrails, quality controls, security measures, privacy, and governance are upheld.

• Serve as the primary liaison for client stakeholders and executive leadership.

• Lead executive-level meetings providing clear, concise, and data-driven updates.

• Develop and sustain program plans, timelines, milestones, dependencies, resource forecasts, and allocations.

• Review and synchronize 2–6-week sprint planning across delivery teams.

• Assist in estimating Level of Effort, project financials, SOW creation, billing milestones, and change-order management.

• Facilitate post-go-live assessments, value realization, adoption, training, and change management initiatives.

• Recognize opportunities for ongoing improvement and expansion.

⛳️ Requirements

• 5+ years of experience in project or program management within enterprise technology, digital transformation, CX, CCaaS, SaaS, AI, or consulting sectors.

• Proven track record of leading intricate, customer-facing technology programs with multiple technical and business streams.

• Familiarity with AI, automation, conversational AI, GenAI, analytics, or initiatives involving emerging technologies.

• Understanding of the lifecycle of AI-enabled solutions from use-case definition to implementation, testing, deployment, and optimization.

• Comfort working alongside technical teams in architecture, engineering, integrations, data, AI, and product.

• Knowledge of AI agents, conversational AI, LLMs, RAG, knowledge bases, automation, and AI-enhanced customer experiences.

• Capability to comprehend and discuss AI performance metrics and translate them into business outcomes.

• Exceptional verbal and written communication skills, including the ability to simplify complex technical and AI concepts for non-technical audiences.

• Proven success in leading cross-functional project teams in complex or ambiguous settings.

• Highly organized with the ability to manage multiple priorities, dependencies, and stakeholders concurrently.

• Experience in managing project budgets, resource forecasts, Level of Effort estimates, and/or SOWs.

• Comfort engaging directly with senior client stakeholders and executive leadership.

• Proficiency in Microsoft products and contemporary project/delivery management tools.

• Experience with Agile, Waterfall, or hybrid project delivery methodologies.

• Preferred: PMP, PMI-ACP, Scrum Master, or a related project management certification.

• Preferred: Experience with NICE CXone, Cognigy, or other CCaaS/CX platforms.

• Preferred: Experience in delivering conversational AI, AI agents, agent assist, GenAI, or automation solutions.

• Preferred: Familiarity with LLMs, RAG, NLU/NLP, AI orchestration, knowledge management, or voice/digital AI technologies.

• Preferred: Experience with AWS, Azure, or GCP.

• Preferred: Experience with Salesforce, ServiceNow, Jira, Confluence, Smartsheet, Power BI, Rocketlane, or similar enterprise platforms.

• Preferred: Familiarity with AI governance, responsible AI, security, privacy, and model evaluation principles.

• Must possess authorization to work in the United States.

🏝️ Benefits

• Remote-first work environment.

• Full-time contract 1099 arrangement.