Sr Project Manager - Customer Experience & AI Enablement

Remote (United States)

Job Details

Employment Type: Full-Time

Compensation: $110,000 – $140,000 per year (base salary)

Travel Requirements: Occasional travel for client meetings, training, or implementation activities

About the Role

This opportunity is for a Senior Project Manager responsible for leading complex customer experience and contact center modernization initiatives, including AI-driven and cloud-based solutions. The role involves managing full project lifecycles across multi-vendor environments, guiding clients through transitions from legacy systems to modern platforms, and ensuring successful delivery of large-scale, integration-heavy programs. This position requires strong leadership, technical project expertise, and the ability to manage scope, timelines, financials, and risks in dynamic, enterprise-level environments.

What You’ll Do

Project & Delivery Management

• Manage a portfolio of complex, multi-workstream projects across customer experience, contact center, cloud, and AI-enabled solutions
• Own the full project lifecycle including scope, schedule, resource planning, budget, risk, change management, and stakeholder communication
• Review proposals, Statements of Work (SOW), and contracts to define scope and ensure compliance with project requirements
• Plan and lead go-live activities, production change management, Day 1 support, and transition to ongoing operations
• Track and report project performance using milestones, deliverables, dependencies, risks, and issue tracking
• Monitor customer outcome metrics including CSAT, NPS, schedule variance, and cost performance
• Conduct project closeout activities including lessons learned and continuous improvement initiatives

Stakeholder & Team Leadership

• Build and lead cross-functional project teams across technical, operational, and client-facing groups
• Serve as the central point of contact for customers, internal teams, vendors, and subcontractors
• Establish and maintain strong client relationships and manage stakeholder expectations
• Coordinate with sales, solution consulting, and pre-sales teams on project scoping and expansion opportunities
• Manage vendor relationships, deliverable acceptance, and invoice validation processes
• Provide mentorship, coaching, and training to junior project managers and team members

Risk, Change & Governance

• Identify, assess, and mitigate risks and issues throughout the project lifecycle
• Manage formal change control processes including impact analysis, approvals, and communication
• Ensure adherence to project governance, quality standards, and PMO guidelines
• Maintain project documentation, dashboards, and executive-level reporting

AI & Technical Delivery

• Lead AI enablement projects including conversational AI, virtual agents, analytics, and automation solutions
• Coordinate multi-vendor and multi-platform implementations across cloud, telecom, and contact center technologies
• Support legacy-to-cloud migration initiatives including planning, cutover, and post-launch optimization
• Apply AI-powered tools to project delivery, including automated reporting, risk analysis, and documentation

Qualifications

• Bachelor’s degree required; Master’s degree preferred (Project Management, Information Technology, or Business Leadership)
• 8+ years of experience managing complex technical projects
• 4–7 years of experience in project management or delivery leadership roles
• 5+ years of experience working with cross-functional business stakeholders
• 1+ year of experience gathering and documenting client requirements
• Strong understanding of project management methodologies including Waterfall, Agile, and hybrid approaches
• Experience managing multi-vendor, integration-heavy, and enterprise-level projects
• Experience leading legacy-to-cloud migration and platform transition initiatives
• Strong communication skills with the ability to engage technical teams and executive stakeholders
• Ability to manage multiple complex projects simultaneously in fast-paced environments
• Strong analytical, organizational, and problem-solving skills
• Ability to align stakeholders and resolve cross-functional challenges effectively
• Must be self-motivated, adaptable, and able to operate in dynamic environments

Certifications

• PMP certification required or equivalent (PRINCE2, PgMP)
• Agile / Scrum certifications preferred (CSM, PMI-ACP, SAFe)
• ITIL certification recommended
• Change management certification (e.g., Prosci ADKAR) is a plus

Technical Experience

• Experience with contact center platforms such as Five9, Genesys Cloud, Cisco Webex, Avaya, or Zoom
• Experience with telecom technologies including VoIP, IVR, and CCaaS platforms
• Experience with cloud platforms such as AWS
• Understanding of networking concepts including SD-WAN, MPLS, VPNs, and firewalls
• Experience with CRM, workforce management (WFM), QA, and analytics integrations
• Experience with data center migrations, application launches, and cloud transitions
• Experience using Microsoft Project, Smartsheet, Dynamics 365, and collaboration tools
• Familiarity with AI-powered project management tools and platforms

Benefits

• Comprehensive benefits package including medical, dental, and vision coverage
• Life insurance, AD&D, and long-term disability (LTD)
• 401(k) plan
• Paid time off, sick leave, and holidays