Senior Project Manager - REMOTE USA

Acliviti is hiring a Project Manager to lead complex customer experience, CCaaS, AI, and digital transformation programs for enterprise and mid-market clients. The role owns delivery from mobilization through implementation, go-live, and ongoing optimization, coordinating technical and business workstreams while managing governance, performance, client relationships, and value realization.

Responsibilities:

• Own end-to-end delivery of complex transformation programs from mobilization through deployment and post-go-live optimization, ensuring accountability for scope, timeline, budget, quality, and outcomes
• Lead cross-functional teams across project management, architecture, engineering, AI, data, integrations, operations, and client stakeholders
• Establish clear responsibilities, expectations, dependencies, and decision rights across all stakeholders
• Drive a culture of accountability, transparency, collaboration, and continuous improvement
• Bring structure and clarity to complex and ambiguous transformation environments
• Adapt delivery methodologies (Agile, Waterfall, or hybrid) based on the needs of each engagement
• Establish and enforce governance standards, including executive steering committees, risk reviews, delivery cadences, status reporting, and project documentation
• Maintain RAID logs, program pulse, project plans, decisions, dependencies, and action tracking
• Identify risks, dependencies, and issues early; develop mitigation plans and escalate appropriately
• Oversee multiple workstreams and ensure alignment to program objectives, milestones, and client outcomes
• Ensure meetings result in clear decisions, owners, actions, and timelines
• Drive accountability across internal teams, vendors, and client stakeholders
• Lead delivery of AI-enabled CX solutions, including conversational AI, generative AI, AI agents, automation, agent assist, and intelligent customer engagement capabilities
• Coordinate delivery across solution design, configuration/build, testing, UAT, production deployment, and post-launch optimization
• Support delivery of AI solutions that leverage enterprise knowledge bases and RAG, ensuring appropriate dependencies across content, data, integrations, and platform capabilities
• Coordinate with technical teams to identify data readiness requirements, including data sources, quality, accessibility, security, and dependencies
• Partner with architects, engineers, product teams, and AI specialists to ensure technical decisions remain aligned with business objectives and delivery requirements
• Translate capabilities, limitations, and technical dependencies into clear implications for clients and executive stakeholders
• Establish measurable success criteria for AI initiatives before implementation
• Track AI and business performance metrics such as accuracy, containment, task completion, adoption, latency, quality, and customer experience outcomes
• Monitor AI-specific delivery risks, including hallucinations, data quality issues, model limitations, integration dependencies, context limitations, and customer expectation gaps
• Partner with technical and client teams to establish appropriate testing, evaluation, guardrails, and quality controls
• Ensure AI initiatives consider security, privacy, governance, and appropriate handling of sensitive information
• Identify gaps between expected and actual AI performance and drive remediation plans
• Use delivery and performance data to inform prioritization and support continuous improvement
• Act as a primary interface for client stakeholders and executive leadership
• Lead executive-level meetings with clear, concise, and data-driven updates
• Build trust with technical and executive stakeholders through credibility, transparency, and strong communication
• Proactively surface risks, decisions, trade-offs, and opportunities requiring leadership attention
• Partner with Sales and Delivery teams to support ongoing and future client opportunities
• Capture customer feedback and delivery insights that can inform future solutions, services, and client roadmaps
• Develop and maintain detailed program plans, including timelines, milestones, dependencies, resource forecasts, and allocation
• Ensure project plans are accurately forecasted and updated weekly
• Proactively manage resource planning across multiple projects, ensuring visibility into demand and capacity
• Drive short-term planning discipline by reviewing and aligning 2–6-week sprint planning across delivery teams
• Support Level of Effort estimates, project financials, and SOW development
• Manage project resources against forecasted hours and assumed project timelines
• Ensure accurate revenue realization by managing billing milestones with clients and vendors
• Identify delivery impacts of scope changes and support change-order management
• Own CSAT throughout the program lifecycle
• Establish and track customer KPIs and success metrics
• Monitor delivery health and proactively address gaps
• Lead post-go-live reviews and value realization activities
• Support customer adoption of new technology, AI capabilities, and operational processes
• Coordinate feedback, training, and change-management activities as required
• Identify opportunities for continuous improvement and expansion
• Ensure consistent delivery of high-quality outcomes aligned to the client's business objectives

Requirements:

• Have 5+ years of experience in project or program management within enterprise technology, digital transformation, CX, CCaaS, SaaS, AI, or consulting environments
• Have experience leading complex, customer-facing technology programs with multiple technical and business workstreams
• Have experience working with AI, automation, conversational AI, GenAI, analytics, or emerging technology initiatives
• Understand the lifecycle of an AI-enabled solution from use-case definition through implementation, testing, deployment, and optimization
• Be comfortable working with technical teams across architecture, engineering, integrations, data, AI, and product
• Understand core concepts related to AI agents, conversational AI, LLMs, RAG, knowledge bases, automation, and AI-assisted customer experiences
• Be able to understand and discuss AI performance metrics and translate them into business outcomes
• Demonstrate excellent verbal and written communication skills with the ability to translate complex technical and AI concepts to non-technical audiences
• Have demonstrated success leading cross-functional project teams in complex or ambiguous environments
• Be highly organized and capable of managing multiple priorities, dependencies, and stakeholders simultaneously
• Have experience managing project budgets, resource forecasts, Level of Effort estimates, and/or SOWs
• Be comfortable working directly with senior client stakeholders and executive leadership
• Be proficient in Microsoft products and modern project/delivery management tools
• Have experience with Agile, Waterfall, or hybrid project delivery methodologies
• PMP, PMI-ACP, Scrum Master, or related project management certification
• Experience with NICE CXone, Cognigy, or other CCaaS/CX platforms
• Experience delivering conversational AI, AI agents, agent assist, GenAI, or automation solutions
• Experience with enterprise AI use cases within customer experience or contact center environments
• Familiarity with LLMs, RAG, NLU/NLP, AI orchestration, knowledge management, or voice/digital AI technologies
• Experience with cloud platforms such as AWS, Azure, or GCP
• Experience with Salesforce, ServiceNow, Jira, Confluence, Smartsheet, Power BI, Rocketlane, or similar enterprise platforms
• Familiarity with AI governance, responsible AI, security, privacy, and model evaluation concepts
• Experience supporting technology roadmap development or solution strategy
• Experience working within a consulting, systems integration, or professional services organization