AI Project Manager

Humach, LLC•Dallas, TX

5d•Remote

About The Position

Humach (humans + machines) is a world-class customer experience outsourcer blending proven contact center expertise with next generation AI technologies. We partner with leading brands to deliver exceptional sales and support experiences that are compassionate, reliable, and results driven. Our people bring empathy, judgment, and a human touch while our AI solutions deliver speed, consistency, and efficiency, reducing costs while enhancing quality. We’re seeking an AI Project Manager who will be responsible for planning, executing, and delivering AI-powered customer experience solutions, including digital voice agents, agent assist, and AI-enabled contact center platforms. This role blends traditional product and project management with AI-specific competencies, ensuring successful delivery of LLM-based and agentic systems from concept through production. The role requires close collaboration with engineering, data, QA, customer success, and external partners while maintaining a strong focus on scalability, evaluation, and real-world performance. This is a fully remote position open to candidates who currently reside in Iowa, Wisconsin, Illinois, Texas, Florida, New Jersey, Michigan, and Minnesota.

Requirements

Bachelor’s degree plus 2–4 years of experience in product management, project management, or technical delivery roles; or equivalent combination of education and/or experience.
Experience working with SaaS platforms, AI-enabled products, or cloud-based enterprise systems.
Familiarity with AI/ML concepts, digital agents, or automation in production environments.
Strong written and verbal communication skills, including comfort explaining complex AI concepts.
Demonstrated ability to coordinate cross-functional teams and drive outcomes in ambiguous environments.
Proficiency with Microsoft Office applications including Outlook, Word, Excel, and PowerPoint.

Nice To Haves

Experience with contact center or customer experience software, functions, or operations strongly preferred.

Responsibilities

Own end-to-end project delivery for AI-driven products, including digital agents, agent assist, QA automation, and analytics initiatives.
Translate business objectives and client requirements into clear AI project plans, milestones, and success metrics.
Partner with the Customers and internal stakeholders to define requirements for LLM-based systems, prompt strategies, integrations, and workflows.
Provide clear direction of requirements and expected outcomes to the engineering team.
Manage execution of agentic workflows, including tool-calling, RAG pipelines, context engineering, and feedback loops.
Coordinate cross-functional teams to ensure timely, high-quality releases across AI agent platforms.
Coordinate AI solution integration into and with cloud-based contact center platforms (e.g., Talkdesk, Amazon Connect, Genesys).
Oversee prompt lifecycle management, including iteration, evaluation, and performance tuning in production environments.
Partner with QA and analytics teams to define and monitor AI evaluation frameworks (accuracy, containment, escalation quality, hallucination risk, sentiment bias).
Act as a client-facing project lead, managing timelines, expectations, risks, and communications for enterprise deployments.
Support incident response and continuous improvement efforts related to AI behavior, data quality, and system reliability.
Maintain documentation for AI workflows, evaluation plans, escalation logic, and model updates.
Stay current on AI PM best practices, agentic design patterns, and emerging tools relevant to Humach’s platform and client needs.