Senior Project Manager - REMOTE USA

Acliviti Consulting Group, LLC•Chicago, IL

1h•Remote

About The Position

The Project Manager is responsible for leading the successful delivery of complex CX, CCaaS, AI, and digital transformation programs for enterprise and mid-market clients. This role owns delivery from mobilization through implementation, go-live, and ongoing optimization. The Project Manager will coordinate multiple workstreams including architecture, engineering, integrations, data, AI/automation, testing, change management, and operational readiness. The ideal candidate is a strong delivery leader who can operate comfortably between business stakeholders and technical teams. They do not need to be an AI engineer, but they must understand how modern AI solutions are designed, implemented, measured, governed, and adopted while being able to translate technical concepts into clear business decisions and outcomes.

Requirements

5+ years of experience in project or program management within enterprise technology, digital transformation, CX, CCaaS, SaaS, AI, or consulting environments
Experience leading complex, customer-facing technology programs with multiple technical and business workstreams
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

Nice To Haves

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

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