Senior IT Project Manager- Agentic AI- 100% REMOTE

Full Potential Solutions

3d•Remote

About The Position

Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Waltham, MA, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees. We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high-potential career growth with a fast-growing company.

Requirements

Experience managing Agentic AI and Conversational AI projects (AI Chat, AI Voice, Agent Assist, CCaaS, CRM integrations).
Experience managing projects through discovery, design, build, testing, deployment, and optimization phases.
Experience conducting client kickoff sessions and aligning on scope, timelines, milestones, risks, dependencies, and success criteria.
Experience gathering business, operational, and technical requirements.
Experience creating and maintaining detailed project plans.
Experience coordinating cross-functional teams.
Experience tracking delivery progress, managing risks and scope changes.
Understanding of dependencies across CCaaS, telephony, CRM, Conversational AI platforms, APIs, analytics, and enterprise systems.
Experience leading QA and UAT activities.
Experience coordinating environment readiness, release schedules, deployment planning, cutover activities, and launch approvals.
Experience ensuring production monitoring, logging, alerts, SOPs, and incident management processes are in place.
Experience monitoring post-launch performance and driving continuous improvement initiatives.
Experience acting as a liaison between clients and internal teams.
Experience supporting training, operational readiness, and post-launch hypercare activities.
Experience collaborating with distributed teams.
Experience creating and maintaining key delivery documentation.
Experience maintaining accurate project tracking and governance across Jira, Confluence, and related collaboration tools.

Responsibilities

Lead Agentic AI and Conversational AI projects (AI Chat, AI Voice, Agent Assist, CCaaS, CRM integrations) from discovery through go-live and hypercare.
Manage multiple client projects across discovery, design, build, testing, deployment, and optimization phases.
Conduct client kickoff sessions and align on scope, timelines, milestones, risks, dependencies, and success criteria.
Gather business, operational, and technical requirements including customer journeys, automation workflows, escalation paths, reporting, and integrations.
Create and maintain detailed project plans with deliverables, owners, milestones, dependencies, and risks.
Coordinate cross-functional teams including AI Designers, Developers, Architects, QA, Operations, and Client stakeholders.
Track delivery progress, manage risks and scope changes, and ensure successful project execution.
Understand dependencies across CCaaS, telephony, CRM, Conversational AI platforms, APIs, analytics, and enterprise systems.
Lead QA and UAT activities including scenario validation, defect management, regression testing, and production readiness reviews.
Coordinate environment readiness, release schedules, deployment planning, cutover activities, and launch approvals.
Ensure production monitoring, logging, alerts, SOPs, and incident management processes are in place.
Monitor post-launch performance and drive continuous improvement initiatives.
Act as the primary liaison between clients and internal teams including Engineering, Product, QA, Operations, Security, and Client Success.
Support training, operational readiness, and post-launch hypercare activities including issue triage and stabilization.
Collaborate with distributed teams across India, Philippines, and the US while maintaining strong communication and documentation standards.
Create and maintain key delivery documentation including BRDs, FRDs, project plans, delivery roadmaps, UAT plans, launch checklists, change requests, release notes, and stakeholder status reports.
Maintain accurate project tracking and governance across Jira, Confluence, and related collaboration tools.