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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading complex digital transformation programs, particularly in AI and customer experience, while effectively managing project scope, budget, and stakeholder communication. Proficient in utilizing project management methodologies and tools to ensure successful delivery and optimization of technology solutions.
Highest-signal resume keywords
Project ManagementAI Solution DeliveryCross-Functional Team LeadershipAgile MethodologiesClient Stakeholder Engagement
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Digital TransformationAI Performance MetricsData ReadinessRisk ManagementBudget ManagementSOW DevelopmentContinuous ImprovementAutomation SolutionsConversational AITechnical Documentation
Soft Skills
Excellent CommunicationHighly OrganizedStakeholder ManagementProblem SolvingLeadership
Tools & Technologies
Microsoft ProductsJiraConfluenceSalesforceServiceNowPower BIAWSAzureGCPNICE CXone
Certifications & Qualifications
PMPPMI-ACPScrum Master
Industry Keywords
CXCCaaSSaaSAIEmerging TechnologyProject FinancialsGovernance StandardsAgileWaterfallAI Governance
Tech Stack
Tools & technologiesAWSAzureGoogle Cloud PlatformPMPServiceNow
About the role
Key responsibilities & impact- Lead end-to-end delivery of complex CX, CCaaS, AI, and digital transformation programs from mobilization through deployment and post-go-live optimization
- Own scope, timeline, budget, quality, outcomes, CSAT, and customer success metrics
- Lead cross-functional teams across project management, architecture, engineering, AI, data, integrations, operations, and client stakeholders
- Establish governance standards, executive steering committees, risk reviews, delivery cadences, status reporting, and project documentation
- Maintain RAID logs, program pulse, project plans, decisions, dependencies, and action tracking
- Identify risks, dependencies, and issues; develop mitigation plans and escalate appropriately
- Coordinate AI solution delivery across design, configuration/build, testing, UAT, production deployment, and post-launch optimization
- Coordinate data readiness, including data sources, quality, accessibility, security, and dependencies
- Establish AI success criteria and track accuracy, containment, task completion, adoption, latency, quality, and customer experience outcomes
- Ensure appropriate AI testing, evaluation, guardrails, quality controls, security, privacy, and governance
- Act as primary interface for client stakeholders and executive leadership
- Lead executive-level meetings with clear, concise, data-driven updates
- Develop and maintain program plans, timelines, milestones, dependencies, resource forecasts, and allocations
- Review and align 2–6-week sprint planning across delivery teams
- Support Level of Effort estimates, project financials, SOW development, billing milestones, and change-order management
- Lead post-go-live reviews, value realization, adoption, training, and change-management activities
- Identify opportunities for continuous improvement and expansion
Requirements
What you’ll need- 5+ years of experience in project or program management within enterprise technology, digital transformation, CX, CCaaS, SaaS, AI, or consulting environments
- Experience leading complex, customer-facing technology programs with multiple technical and business workstreams
- Experience working with AI, automation, conversational AI, GenAI, analytics, or emerging technology initiatives
- Understanding of the lifecycle of an AI-enabled solution from use-case definition through implementation, testing, deployment, and optimization
- Comfort working with technical teams across architecture, engineering, integrations, data, AI, and product
- Understanding of AI agents, conversational AI, LLMs, RAG, knowledge bases, automation, and AI-assisted customer experiences
- Ability to understand and discuss AI performance metrics and translate them into business outcomes
- Excellent verbal and written communication skills, including translating complex technical and AI concepts to non-technical audiences
- Demonstrated success leading cross-functional project teams in complex or ambiguous environments
- Highly organized and capable of managing multiple priorities, dependencies, and stakeholders simultaneously
- Experience managing project budgets, resource forecasts, Level of Effort estimates, and/or SOWs
- Comfort working directly with senior client stakeholders and executive leadership
- Proficiency in Microsoft products and modern project/delivery management tools
- Experience with Agile, Waterfall, or hybrid project delivery methodologies
- Preferred: PMP, PMI-ACP, Scrum Master, or related project management certification
- Preferred: Experience with NICE CXone, Cognigy, or other CCaaS/CX platforms
- Preferred: Experience delivering conversational AI, AI agents, agent assist, GenAI, or automation solutions
- Preferred: Familiarity with LLMs, RAG, NLU/NLP, AI orchestration, knowledge management, or voice/digital AI technologies
- Preferred: Experience with AWS, Azure, or GCP
- Preferred: Experience with Salesforce, ServiceNow, Jira, Confluence, Smartsheet, Power BI, Rocketlane, or similar enterprise platforms
- Preferred: Familiarity with AI governance, responsible AI, security, privacy, and model evaluation concepts
- Must be authorized to work in the United States
Benefits
Comp & perks- Remote-first work environment
- Full-time contract 1099 arrangement