Senior Project Manager – Customer Experience Technology

This is a fully remote position, open to applicants in United States, +2 more countries.

📋 Description

• Take ownership of the entire lifecycle of enterprise and mid-market implementations from scoping and planning to go-live and closure, ensuring timely, on-budget, and quality delivery.

• Act as the main point of contact for enterprise and mid-market clients, fostering relationships that promote renewal and expansion.

• Serve as the link between internal teams and client stakeholders, addressing obstacles before they lead to delays.

• Proactively identify risks early and implement mitigation plans across all engagements.

• Effectively manage project teams to ensure alignment with project goals.

• Gather and implement lessons learned from each engagement to drive continuous improvement across the PMO.

• Collaborate with stakeholders to define project scope and objectives, validate technical feasibility with delivery teams, and maintain an up-to-date project plan.

• Anticipate and resolve technical, operational, and organizational challenges using structured analytical approaches.

• Have a solid understanding of the technical tasks behind deliverables to effectively plan, sequence, and critically assess estimates.

• Monitor technical progress at the task level and identify any delays early on.

• Assist in the requirements and design processes, including gathering, clarification, validation, and translation into actionable specifications.

• Coordinate efforts across engineering, solutions architecture, professional services, and support teams.

• Create and deliver clear status reports and metrics to internal leadership and client stakeholders.

⛳️ Requirements

• Over 8 years of customer-facing Project Management experience in delivering complex enterprise or mid-market IT/software projects, showcasing ownership rather than mere task execution.

• Proficient understanding of the Conversational AI / Agentic CX domain, ideally encompassing Conversational Voice technology (IVR modernization, voice agents, voice biometrics, or similar).

• In-depth knowledge of enterprise CX technology, contact center operations, and the CCaaS/CPaaS vendor landscape.

• Strong analytical skills and structured problem-solving capability, comfortable diagnosing root causes of both technical and organizational challenges.

• Exceptional communication and presentation skills, with the credibility to engage with senior client stakeholders directly.

• Proven track record of effective coordination across cross-functional and inter-departmental teams.

• Expertise in Project Management methodologies and tools (PMP/PRINCE2 principles, Agile/Scrum, or equivalent experience).

• Bachelor's degree in Computer Science, IT, Business, or a related field.

• Proactive and self-motivated, able to identify necessary next steps without external prompts.

• Detail-oriented and results-focused, with the ability to maintain a strategic overview of client relationships.

• Comfortable working in a fast-paced, dynamic environment while managing multiple concurrent engagements.

• Familiarity with APIs and system integrations.

🏝️ Benefits

• Fixed compensation.

• Long-term employment with vacation days included.

• Opportunities for professional development (courses, training, etc.).

• Be part of innovative technology products that are making a global impact in the service industry.

• Work alongside proficient and enjoyable colleagues.

• Access to Apple gear.

• Equal opportunity in a diverse and inclusive workplace.