Senior AI Project Manager, CX

NiCE is a global software company focused on AI, cloud, digital solutions, customer experiences, financial crime prevention, and public safety. The Senior AI Project Manager will manage customer-facing software and AI/GenAI delivery projects from initiation through closure, coordinating stakeholders, tracking risks and dependencies, and ensuring predictable, high-quality delivery. The role also supports AI use-case evaluation, performance monitoring, governance, and continuous improvement across project delivery.

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:

• • 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)
• • 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