Senior Client Services Project Manager, CX

NiCE is a global leader in software solutions, providing innovative customer experiences and AI-driven technologies. They are seeking a Senior Client Services Project Manager to oversee customer-facing software and AI/GenAI projects, ensuring successful delivery and alignment with customer expectations.

Responsibilities:

• Manage software and AI/GenAI delivery projects, ensuring alignment with scope, timelines, and customer expectations
• Build and maintain project plans, schedules, RAID logs, and core delivery documentation
• Communicate project status, risks, and dependencies to customers and internal stakeholders
• Support escalation handling with professionalism and timely follow‑through
• Coordinate cross‑functional teams through the project lifecycle
• Contribute to PMO best‑practice adoption and continuous improvement efforts
• Adjust project plans based on changing priorities or customer needs
• Manage software delivery of conversational AI, LLM, or NLU projects
• Ability to assess AI use cases at a basic level and support evaluation of data readiness
• Partner with technical teams to understand model performance and output quality considerations
• Support customer expectation‑setting across AI/GenAI implementations
• Help identify and track AI‑specific risks (e.g., data issues, model behavior, hallucinations)
• Familiarity with prompt engineering concepts and prompting limitations
• Use AI tools in daily work for automation, analysis, or documentation
• Assist with monitoring and reporting AI performance KPIs
• Awareness of AI cost drivers such as token usage and model selection
• Understanding of AI governance and safety basics, including guardrails and data‑handling practices

Requirements:

• Manage software and AI/GenAI delivery projects, ensuring alignment with scope, timelines, and customer expectations
• Build and maintain project plans, schedules, RAID logs, and core delivery documentation
• Communicate project status, risks, and dependencies to customers and internal stakeholders
• Support escalation handling with professionalism and timely follow‑through
• Coordinate cross‑functional teams through the project lifecycle
• Contribute to PMO best‑practice adoption and continuous improvement efforts
• Adjust project plans based on changing priorities or customer needs
• 5+ years managing customer‑facing software or SaaS delivery projects
• Experience delivering projects across Agile, Waterfall, or hybrid methodologies
• Exposure to technical, SaaS, and/or AI/GenAI project environments
• Strong problem‑solving and risk‑management abilities
• Effective communication, organization, and stakeholder‑engagement skills
• Proficiency with project management tools (MS Project, Salesforce, Rocketlane, Power BI preferred)
• AI Delivery Experience
• Manage software delivery of conversational AI, LLM, or NLU projects
• Ability to assess AI use cases at a basic level and support evaluation of data readiness
• Partner with technical teams to understand model performance and output quality considerations
• Support customer expectation‑setting across AI/GenAI implementations
• Help identify and track AI‑specific risks (e.g., data issues, model behavior, hallucinations)
• Familiarity with prompt engineering concepts and prompting limitations
• Use AI tools in daily work for automation, analysis, or documentation
• Assist with monitoring and reporting AI performance KPIs
• Awareness of AI cost drivers such as token usage and model selection
• Understanding of AI governance and safety basics, including guardrails and data‑handling practices
• PMP certification preferred