Senior Project Manager - Customer Experience (CX) Technology

Résumé du poste

The Senior Project Manager will lead the end-to-end lifecycle of enterprise and mid-market conversational AI implementations. They will act as the primary point of contact for clients while coordinating across internal engineering, solutions, and customer success teams.

Détails du poste

About the Company Omilia is a leader in Conversational AI. Our cloud platform powers natural, human like customer conversations over voice and chat for some of the largest enterprises in banking, insurance, telecommunications and hospitality, handling hundreds of millions of interactions a year. We build our own deep tech across the stack, from speech recognition and natural language understanding to dialog management, and we integrate natively with the major CCaaS platforms. We are a company of roughly 500 people, distributed across Europe and North America, in the middle of an ambitious platform modernization program: Kubernetes everywhere, autoscaling for every service, a next generation observability stack, and AI woven through our own engineering lifecycle. Role Purpose Omilia is looking for a Senior Project Manager to lead complex, enterprise and mid-market implementations of Omilia's conversational solutions for contact centers, including Omilia's Agentic AI Solutions. The role keeps large, multi-stakeholder deployments on track, coordinating across Omilia's engineering, solutions, professional services, and customer success teams while owning the client relationship end to end. It suits someone who has already run enterprise-scale CX or contact centre technology projects, thinks analytically under pressure, and wants to grow into a bigger scope as the company scales. Accountabilities Own the full lifecycle of enterprise and mid-market implementations end-to-end — from scoping and planning through go-live and closure — delivering on time, on budget, and to quality standards. Serve as the primary point of contact for enterprise and mid-market clients, building relationships that support renewal and expansion. Act as the connective tissue between Omilia's internal teams and client stakeholders, resolving blockers before they become delays. Identify risks early and drive mitigation plans proactively across all engagements. Manage project teams effectively, keeping delivery teams aligned to project goals. Bring back lessons learned from each engagement and drive continuous process improvement across the PMO. Key Responsibilities Define project scope and objectives with stakeholders, validate technical feasibility with delivery teams, and maintain a detailed, living project plan. Anticipate and resolve technical, operational, and organizational issues as they arise, applying structured, analytical thinking rather than escalating every problem upward. Understand the technical tasks behind each deliverable well enough to plan, sequence, and challenge estimates. Track technical progress at task level, not just milestone level, and identify slippage early. Support the requirements and design process, contributing to the gathering, clarification, and validation of technical and functional requirements, and their translation into implementable specifications. Coordinate across Omilia's engineering, solutions architecture, professional services, and support teams to keep delivery on track. Prepare and present clear status reports and metrics to both internal leadership and client stakeholders. Knowledge, Skills & Experience Required: 8+ years of customer-facing Project Management experience delivering complex, enterprise or mid-market IT/software projects, with demonstrated ownership rather than task execution. Working knowledge of the Conversational AI / Agentic CX space, ideally including Conversational Voice technology (IVR modernization, voice agents, voice biometrics, or similar). Deep understanding of enterprise CX technology, contact centre operations, and the CCaaS/CPaaS vendor landscape. Strong analytical and structured problem-solving ability, comfortable diagnosing root causes across technical and organizational issues. Excellent communication and presentation skills, with the credibility to manage senior client stakeholders directly. Proven ability to coordinate effectively across cross-functional and cross-departmental teams. Expertise in Project Management methodologies and tools (PMP/PRINCE2 principles, Agile/Scrum, or equivalent experience). Bachelor's degree in Computer Science, IT, Business, or a related field. Proactive, initiative-taking operator who identifies what needs to happen next without being told. Detail-oriented and results-driven, with the ability to zoom out and think strategically about the client relationship. Comfortable in a fast-moving, dynamic environment managing multiple concurrent engagements. Nice to have: PMP or PRINCE2 certification. Familiarity with APIs and system integrations. Omilia Note - Contribute actively and effectively as an integrated team member. - Act as an Omilia ambassador in all interactions. Fixed compensation; Long-term employment with the working days vacation; Development in professional growth (courses, training, etc); Being part of successful cutting-edge technology products that are making a global impact in the service industry; Proficient and fun-to-work-with colleagues; Apple gear. Omilia is proud to be an equal opportunity employer and is dedicated to fostering a diverse and inclusive workplace. We believe that embracing diversity in all its forms enriches our workplace and drives our collective success. We are committed to creating an environment where everyone feels welcomed, valued, and empowered to contribute their unique perspectives without regard to factors such as race, color, religion, gender, gender identity or expression, sexual orientation, national origin, heredity, disability, age, or veteran status, all eligible candidates will be given consideration for employment.

Ce que vous ferez

The Senior Project Manager will lead the end-to-end lifecycle of enterprise and mid-market conversational AI implementations. They will act as the primary point of contact for clients while coordinating across internal engineering, solutions, and customer success teams.

Exigences

Candidates must have 8+ years of experience in customer-facing project management for complex IT or software projects. A bachelor's degree in Computer Science, IT, or Business is required, along with deep knowledge of the conversational AI and contact center technology landscape.

Avantages

• Vacation days • Professional development • Training • Apple gear

Compétences indiquées

• Scrum · Souhaitée
• Agile · Souhaitée
• Gestion de projet · Souhaitée
• Stakeholder Management · Souhaitée

Autres compétences pertinentes

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Project management
• Conversational AI
• Customer experience
• Contact center operations
• Stakeholder management
• Risk mitigation
• Agile
• Scrum
• PMP
• PRINCE2
• CCaaS
• CPaaS
• Technical requirements gathering
• System integration
• API
• Strategic planning
• Agentic AI
• Workplace Inclusivity
• Natural Language Understanding (NLU)
• Customer Success Management
• Observability
• Project Scoping
• Analytical Thinking
• Natural Language Understanding
• Planning
• Application Programming Interface (API)
• Agile Methodology
• Artificial Intelligence
• Interactive Voice Response
• Telecommunications
• Management
• Call Center Experience
• Communication
• Computer Science
• Continuous Improvement Process
• Project Planning
• Functional Requirement
• Leadership
• Problem Solving
• Project Management
• Operations
• Project Management Professional Certification
• Presentations
• PRINCE2 (PRojects IN Controlled Environments 2)
• Proactivity
• Scrum (Software Development)
• Voice Technology
• Service Industries
• Solution Architecture
• Strategic Thinking

Domaines d’emploi

• Technology
• Management & Leadership
• Software
• Customer Service & Support
• Consulting
• Customer Experience Project Manager
• Customer Experience Manager
• Sales and Marketing Managers
• First-Line Supervisors of Office and Administrative Support Workers