Senior Client Services Project Manager, CX

Primary Purpose

The Senior Project Manager (AI Product) serves as a liaison between product management and business stakeholders for product processes, such as Go-to-market activities, roadmap coordination, and Product Enhancements. The Sr. Project Manager interacts with product managers, support teams, marketing, release management, operations, and leaders across the business.

• Manage, coordinate, and support AI product-related projects through regular status meetings, communications, and monitoring.
• Work with various business stakeholders to define and document scope, requirements, timelines, expectations, and potential risks.
• Create and manage project plans, timelines, risks, and status communication methods.
• Drive creation of process-related documentation, including training documents, knowledge articles, project plans, etc.
• Work as a primary point of contact for business stakeholders, product owners, and the larger project team.
• Have the ability to multi-task multiple projects at a particular time
• Communicate in an effective and professional way with stakeholders and customers in and outside of inContact.
• Provide guidance and collaboration to, and with, Product teams who are preparing for new product introduction, new product pricing, end of life strategy and migration.
• Identify process needs in support of an effective product rollout experience. Assist in updates and delivery to business.
• Assist in business stakeholder management to ensure launch requirements are being met
• Follow the company Code of Ethics and inContact policies and procedures at all times.

Education Requirements

Bachelor’s degree in Business Management, IT, or related field or equivalent work experience required

Experience Requirement

• Experience with Gen AI project delivery
• 5-6 years’ experience in project management
• Excellent customer service and people skills
• Excellent problem-solving skills
• Expert using SharePoint, MS Office Suite, and MS Project/other cloud-based project tools
• Ability to meet deadlines
• Effective communicator with superior interpersonal skills
• Ability to manage multiple projects at a time
• Ability to work with and to interpret technical information to non-technical individuals