Sr Project Manager - Customer Experience & AI Enablement

Waterfield Tech is a company that enables organizations to implement tailored customer engagement solutions enhanced by Applied AI. They are seeking an experienced Senior Project Manager to lead complex customer experience and contact center modernization programs, managing the full project lifecycle and ensuring best-in-class customer service.

Responsibilities:

• Manage a portfolio of complex, multi-workstream projects spanning customer experience, contact center, unified communications, Applied AI, and cloud migration engagements; own the full project lifecycle including scope, schedule, resource planning, budget, risk, change, and stakeholder communication
• Review proposal material, SOWs, and executed contracts to determine scope; request resources from matrixed support organizations; ensure contractual compliance with all RFP and SOW terms while delivering best-in-class customer service
• Partner with sales, solution consulting, and pre-sales engineering on opportunity scoping, level-of-effort estimation, and Statement of Work development for new and in-flight customer expansions
• Lead go-live event planning, production change management, and Day 1 post-launch incident support; lead transition to Day 2 support per Waterfield Tech standards
• Build and motivate cross-functional project teams; serve as the central point of contact between technical teams, customer stakeholders, vendors and subcontractors, and Waterfield Tech leadership
• Establish and maintain client relationships, manage expectations of project sponsors, and manage external vendor relationships including SOWs, deliverable acceptance, and invoice validation
• Identify, assess, and mitigate risks and issues; manage project change requests through formal change control with impact analysis, approvals, and downstream communication
• Lead AI enablement projects end to end — from discovery and use-case definition through production cutover and post-go-live tuning — including conversational AI, virtual agents, agent assist, real-time analytics, and AI-powered self-service
• Apply AI-powered solutions to project delivery itself, including automated status reporting, predictive risk analysis, intelligent meeting summarization, action-item tracking, and automated documentation generation
• Adhere to stage-gate quality and control guidelines and Waterfield Tech project management standards, including booking, time entry, and project operations within Microsoft Dynamics 365 / Project Operations
• Provide status reporting on milestones, deliverables, dependencies, risks, and issues to leadership and stakeholders; deliver progress reports, dashboards, and steering committee updates
• Track and report customer-outcome metrics at the project level — including CSAT, NPS, on-time delivery, schedule variance, and cost variance — and surface trends and corrective actions to PMO leadership
• Conduct lessons-learned sessions upon project closure, produce after-action reports, and contribute to PMO process improvement and continuous improvement initiatives
• Provide coaching, mentorship, and on-the-job training to junior project managers, project coordinators, and team members
• Continue professional development to keep abreast of emerging technologies, methods, and best practices; perform other duties as assigned by leadership

Requirements:

• Bachelor's Degree from an accredited college or university required; Master's Degree a plus. Emphasis in Project Management, Information Technology, or Business Leadership preferred. Equivalent work experience will be considered
• Prior experience as a Technical Project Manager at a manufacturer or vendor business partner (e.g., Avaya, Cisco, Genesys, Five9, Zoom, Microsoft, an AWS Partner Network member, or similar) delivering customer-facing projects on behalf of the partner. Internal/end-customer-only PM experience is not equivalent for this role
• 8+ years of experience managing complex technical projects, including tracking and planning
• 4-7 years of related experience in a project management or delivery leadership role
• 5+ years of experience working with business stakeholders within a cross-functional matrix environment
• 1+ years of experience gathering and documenting requirements directly with the client or business
• Extensive understanding of project and program management principles, methods, and techniques (Waterfall, Agile, Hybrid)
• Demonstrated experience leading multi-vendor delivery and integration projects across customer engagement, telephony, and cloud platforms
• Demonstrated experience leading legacy-to-cloud migrations and platform transitions for enterprise customers
• PMP certification required (or equivalent recognized certification such as PRINCE2 Practitioner or PgMP)
• Intermediate to advanced proficiency with MS Project (or Smartsheet), Word, Excel, Visio, PowerPoint, and SharePoint
• Experience with Microsoft Dynamics 365 / Project Operations for booking, time entry, and project operations
• Experience with AI-powered project management tools and platforms (e.g., Microsoft Copilot, ChatGPT, Claude, AI-enhanced PPM tools)
• Self-motivated leader with strong diplomatic and motivational skills, including the ability to lead up, across, and down multiple business and technology organizations
• Excellent attention to detail with a proven ability to adapt to shifting priorities, competing demands, and timelines through analytical and problem-solving capabilities
• Ability to execute many complex tasks and projects simultaneously, working effectively as a team member and independently
• Proven ability to work creatively and analytically in a problem-solving environment, demonstrating teamwork, innovation, and excellence
• Outstanding oral and written communication skills across all organizational levels, including executive audiences
• Demonstrated ability to align diverse stakeholders and resolve cross-functional tensions constructively
• Adaptable and innovative; thrives in environments of rapid change and ambiguity
• Ability to sit for extended periods (up to 80% of the time)
• Ability to lift or carry objects up to 10 lbs
• Frequent use of computer, telephone and standard office equipment
• Ability to travel occasionally for client meetings, training or installations
• Telecom: VoIP, IVR, Contact Center, Automated Dialers, CCaaS platforms
• Telephony platforms: Avaya (Red/Aura), Cisco, Genesys, Five9, Zoom, Verint, Calabrio
• Cloud: AWS
• Network: SD-WAN, MPLS, firewalls, VPNs
• Data center migrations, application launches, and cloud transitions
• AI and automation platform deployments