Principal AI Project Manager, CX

Role Description

As a Principal Project Manager, you will own the delivery strategy for large, multi-workstream AI programs, ensuring clarity of scope, alignment with business value, and disciplined execution from kickoff through business adoption. You will operate as the senior point of accountability, navigating executive-level discussions, managing complex risk landscapes, and mentoring PMs and cross-functional contributors.

AI Project Delivery Experience (Required)

• Lead end-to-end delivery of enterprise AI, GenAI, and software programs.
• Serve as the senior executive-level partner for customers.
• Oversee delivery plans, governance, resourcing, and issue resolution.
• Guide technical, product, engineering, data science, and AI/ML teams.
• Drive executive readouts and steering committee sessions.
• Mentor project and program managers.
• Influence prioritization and roadmap decisions.
• Navigate ambiguity and multi-team environments.
• Full-lifecycle AI/GenAI program leadership.
• Experience with conversational AI, LLMs, NLU, and automation.
• Evaluation of AI models, data readiness, and performance KPIs.
• Hands-on prompt engineering and quality evaluation.
• Risk mitigation across AI safety, governance, and compliance.
• Cost optimization for AI/ML operations.

PM Experience

• 15+ years managing enterprise technology programs.
• Extensive AI/GenAI delivery experience.
• Proven executive-level communication and relationship management.
• Strong financial, analytical, and strategic decision-making.
• Expertise with MS Project, Salesforce, Power BI, Rocketlane, etc.
• PMP required; PgMP or AI PMI preferred.

About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.