Senior AI Project Manager, CX

Role Description

Manage software and AI/GenAI delivery projects, ensuring alignment with scope, timelines, and customer expectations.

Build and maintain project plans, schedules, RAID logs, and core delivery documentation.

Communicate project status, risks, and dependencies to customers and internal stakeholders.

Support escalation handling with professionalism and timely follow-through.

Cross-functional coordination throughout the project lifecycle.

Contribute to PMO best-practice adoption and continuous improvement efforts.

Adjust project plans based on changing priorities or customer needs.

AI Delivery Experience (Preferred)

• Manage software delivery of conversational AI, LLM, or NLU projects.
• Ability to assess AI use cases at a basic level and support evaluation of data readiness.
• Partner with technical teams to understand model performance and output quality considerations.
• Support customer expectation-setting across AI/GenAI implementations.
• Help identify and track AI-specific risks (e.g., data issues, model behavior, hallucinations).
• Familiarity with prompt engineering concepts and prompting limitations.
• Use AI tools in daily work for automation, analysis, or documentation.
• Aid in monitoring and reporting AI performance KPIs.
• Awareness of AI cost drivers such as token usage and model selection.
• Understanding of AI governance and safety basics, including guardrails and data-handling practices.

Project Management Experience

• 5+ years managing customer-facing software or SaaS delivery projects.
• Experience delivering projects across Agile, Waterfall, or hybrid methodologies.
• Exposure to technical, SaaS, and/or AI/GenAI project environments.
• Strong problem-solving and risk-management abilities.
• Effective communication, organization, and stakeholder-engagement skills.
• Proficiency with project management tools (MS Project, Salesforce, Rocketlane, Power BI preferred).
• PMP certification preferred.

What's in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment!

As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations.

If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!

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.