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Senior Project Manager - Customer Experience (CX) Technology

14 hours, 10 minutes ago
United States, Canada, Greece
Full-time
Lead
Technical Project Manager
Project and Program Management
Agile Scrum
Apply Now
Omilia

Omilia

Omilia is a global leader in Conversational AI, offering AI-based self-service solutions for enhanced customer care fulfillment and success.

IT Services
251-1K
Founded 2002
$20M raised
View All Jobs 31

Description

  • Own implementation lifecycles from scoping and planning through go-live and closure, delivering on time, within budget, and to quality standards.
  • Serve as the primary client contact and build relationships that support renewals and expansion.
  • Coordinate engineering, solutions architecture, professional services, support, and customer success teams.
  • Define project scope and objectives, validate technical feasibility, and maintain detailed project plans.
  • Track technical progress at task level, identify slippage early, and resolve technical, operational, and organizational blockers.
  • Identify risks and drive proactive mitigation plans across engagements.
  • Support requirements gathering, clarification, validation, and translation into implementable specifications.
  • Manage project teams and keep delivery aligned with project goals.
  • Prepare and present status reports and delivery metrics to leadership and client stakeholders.
  • Capture lessons learned and drive continuous process improvement across the PMO.

Requirements

  • 8+ years of customer-facing project management experience delivering complex enterprise or mid-market IT/software projects.
  • Working knowledge of Conversational AI, Agentic CX, and preferably conversational voice technologies such as IVR modernization or voice biometrics.
  • Deep understanding of enterprise CX technology, contact center operations, and the CCaaS/CPaaS vendor landscape.
  • Strong analytical, structured problem-solving, and root-cause diagnosis skills across technical and organizational issues.
  • Excellent communication and presentation skills with the credibility to manage senior client stakeholders.
  • Proven ability to coordinate cross-functional and cross-departmental teams.
  • Expertise in project management methodologies and tools, including PMP/PRINCE2 principles, Agile, or Scrum.
  • Bachelor’s degree in Computer Science, IT, Business, or a related field.
  • Proactive, detail-oriented, results-driven, and comfortable managing multiple concurrent engagements in a fast-moving environment.
  • PMP or PRINCE2 certification and familiarity with APIs and system integrations are preferred.

Benefits

  • Fixed compensation.
  • Long-term employment with vacation days.
  • Professional development through courses and training.
  • Opportunity to work on global, cutting-edge technology products in the service industry.
  • Collaborative and enjoyable team environment.
  • Apple equipment provided.

Interested in this position?

Apply directly on the company website

Apply Now

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