Senior AI Project Manager, CX

About the role

Pinnacle Method Consulting is seeking an AI delivery-focused Project Manager to support customer-facing software and AI/GenAI projects from initiation through closure. The ideal candidate will manage day-to-day project delivery, coordinate with technical and business stakeholders, and ensure clear communication across teams.

Responsibilities

• 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.
• Cook up cross-functional teams through the project lifecycle.
• Contribute to PMO best-practice adoption and continuous improvement efforts.
• Adjust project plans based on changing priorities or customer needs.

Requirements

• 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.

Qualifications

• 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).
• Assist with 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.

Skills

• Familiarity with prompt engineering concepts and prompting limitations.
• Use AI tools in daily work for automation, analysis, or documentation.
• Assist with 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.

Benefits

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.

Pay

$XX.XX - $XXXX.XX per year

Schedule

Full-time