Project Manager

Technical Project Manager – AI & CX Transformation Location: Remote USA Full-Time Why We’re Different Acliviti doesn’t just advise clients, we co-create their vision, align internal teams, and help them stay ahead of what’s next. We are a vendor-neutral consultancy that helps enterprise organizations define strategy, lead execution, and provide ongoing support — all while aligning stakeholders and delivering outcomes that matter. We Are: Experts in customer experience delivering operational, technical, and AI-enabled transformation Strategic partners who stay engaged before, during, and after implementation to ensure objectives are achieved Boardroom translators — connecting CX vision, technology, AI capabilities, and financial value Outcome-driven professionals who understand that successful transformation requires the right balance of people, process, data, and technology Remote-first and cross-functional, with deep expertise across industries Our Clients Are: Enterprise organizations modernizing their customer engagement ecosystem CX, IT, Operations, Data, and Finance leaders seeking true stakeholder alignment Teams navigating complex transformation programs with high visibility and high stakes Businesses evaluating and implementing CCaaS, conversational AI, automation, analytics, and other emerging technologies Companies looking to optimize revenue and cost models, reduce friction, improve customer and employee experiences, and drive growth How We Solve We lead clients through a continuous improvement cycle with three integrated service areas: Strategy: We help clients define where they’re going — and how to get there. Customer Experience Design Performance Optimization Transformation Capabilities Execution: We lead execution across people, platforms, processes, data, and technology. Technical Platform & Capabilities Operational Management Data & Analytics AI & Automation Managed Solutions & Support: We stay engaged post-launch to ensure long-term success. Operational & Technical Oversight Outcome & Expense Management Artificial Intelligence & Data Segmentation Continuous Improvement & Adoption Role Overview The Project Manager is responsible for leading the successful delivery of complex CX, CCaaS, AI, and digital transformation programs for enterprise and mid-market clients. This role owns delivery from mobilization through implementation, go-live, and ongoing optimization. The Project Manager will coordinate multiple workstreams including architecture, engineering, integrations, data, AI/automation, testing, change management, and operational readiness. The ideal candidate is a strong delivery leader who can operate comfortably between business stakeholders and technical teams. They do not need to be an AI engineer, but they must understand how modern AI solutions are designed, implemented, measured, governed, and adopted while being able to translate technical concepts into clear business decisions and outcomes. Our Project Manager Will LMA (Lead, Manage, Accountability) Own end-to-end delivery of complex transformation programs from mobilization through deployment and post-go-live optimization, ensuring accountability for scope, timeline, budget, quality, and outcomes Lead cross-functional teams across project management, architecture, engineering, AI, data, integrations, operations, and client stakeholders Establish clear responsibilities, expectations, dependencies, and decision rights across all stakeholders Drive a culture of accountability, transparency, collaboration, and continuous improvement Bring structure and clarity to complex and ambiguous transformation environments Adapt delivery methodologies (Agile, Waterfall, or hybrid) based on the needs of each engagement Lead Program Governance & Project Workstreams Establish and enforce governance standards, including 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 early; develop mitigation plans and escalate appropriately Oversee multiple workstreams and ensure alignment to program objectives, milestones, and client outcomes Ensure meetings result in clear decisions, owners, actions, and timelines Drive accountability across internal teams, vendors, and client stakeholders Lead AI & Emerging Technology Delivery Lead delivery of AI-enabled CX solutions, including conversational AI, generative AI, AI agents, automation, agent assist, and intelligent customer engagement capabilities Coordinate delivery across solution design, configuration/build, testing, UAT, production deployment, and post-launch optimization Support delivery of AI solutions that leverage enterprise knowledge bases and RAG, ensuring appropriate dependencies across content, data, integrations, and platform capabilities Coordinate with technical teams to identify data readiness requirements, including data sources, quality, accessibility, security, and dependencies Partner with architects, engineers, product teams, and AI specialists to ensure technical decisions remain aligned with business objectives and delivery requirements Translate capabilities, limitations, and technical dependencies into clear implications for clients and executive stakeholders Lead AI Performance, Risk & Governance Establish measurable success criteria for AI initiatives before implementation Track AI and business performance metrics such as accuracy, containment, task completion, adoption, latency, quality, and customer experience outcomes Monitor AI-specific delivery risks, including hallucinations, data quality issues, model limitations, integration dependencies, context limitations, and customer expectation gaps Partner with technical and client teams to establish appropriate testing, evaluation, guardrails, and quality controls Ensure AI initiatives consider security, privacy, governance, and appropriate handling of sensitive information Identify gaps between expected and actual AI performance and drive remediation plans Use delivery and performance data to inform prioritization and support continuous improvement Lead Leadership & Client Relationships Act as a primary interface for client stakeholders and executive leadership Lead executive-level meetings with clear, concise, and data-driven updates Build trust with technical and executive stakeholders through credibility, transparency, and strong communication Proactively surface risks, decisions, trade-offs, and opportunities requiring leadership attention Partner with Sales and Delivery teams to support ongoing and future client opportunities Capture customer feedback and delivery insights that can inform future solutions, services, and client roadmaps Build Program Plans & Level of Effort Develop and maintain detailed program plans, including timelines, milestones, dependencies, resource forecasts, and allocation Ensure project plans are accurately forecasted and updated weekly Proactively manage resource planning across multiple projects, ensuring visibility into demand and capacity Drive short-term planning discipline by reviewing and aligning 2–6-week sprint planning across delivery teams Support Level of Effort estimates, project financials, and SOW development Manage project resources against forecasted hours and assumed project timelines Ensure accurate revenue realization by managing billing milestones with clients and vendors Identify delivery impacts of scope changes and support change-order management Lead Adoption, CSAT & Value Realization Own CSAT throughout the program lifecycle Establish and track customer KPIs and success metrics Monitor delivery health and proactively address gaps Lead post-go-live reviews and value realization activities Support customer adoption of new technology, AI capabilities, and operational processes Coordinate feedback, training, and change-management activities as required Identify opportunities for continuous improvement and expansion Ensure consistent delivery of high-quality outcomes aligned to the client's business objectives Our Ideal Candidate Will Have 5+ years of experience in project or program management within enterprise technology, digital transformation, CX, CCaaS, SaaS, AI, or consulting environments Have experience leading complex, customer-facing technology programs with multiple technical and business workstreams Have experience working with AI, automation, conversational AI, GenAI, analytics, or emerging technology initiatives Understand the lifecycle of an AI-enabled solution from use-case definition through implementation, testing, deployment, and optimization Be comfortable working with technical teams across architecture, engineering, integrations, data, AI, and product Understand core concepts related to AI agents, conversational AI, LLMs, RAG, knowledge bases, automation, and AI-assisted customer experiences Be able to understand and discuss AI performance metrics and translate them into business outcomes Demonstrate excellent verbal and written communication skills with the ability to translate complex technical and AI concepts to non-technical audiences Have demonstrated success leading cross-functional project teams in complex or ambiguous environments Be highly organized and capable of managing multiple priorities, dependencies, and stakeholders simultaneously Have experience managing project budgets, resource forecasts, Level of Effort estimates, and/or SOWs Be comfortable working directly with senior client stakeholders and executive leadership Be proficient in Microsoft products and modern project/delivery management tools Have experience with Agile, Waterfall, or hybrid project delivery methodologies Preferred Qualifications PMP, PMI-ACP, Scrum Master, or related project management certification Experience with NICE CXone, Cognigy, or other CCaaS/CX platforms Experience delivering conversational AI, AI agents, agent assist, GenAI, or automation solutions Experience with enterprise AI use cases within customer experience or contact center environments Familiarity with LLMs, RAG, NLU/NLP, AI orchestration, knowledge management, or voice/digital AI technologies Experience with cloud platforms such as AWS, Azure, or GCP Experience with Salesforce, ServiceNow, Jira, Confluence, Smartsheet, Power BI, Rocketlane, or similar enterprise platforms Familiarity with AI governance, responsible AI, security, privacy, and model evaluation concepts Experience supporting technology roadmap development or solution strategy Experience working within a consulting, systems integration, or professional services organization You Will Love Our Culture If You Are An ambitious intrapreneur who loves building new things Someone who loves technology, process, numbers, and the space in between — figuring out the right balance of features, functionality, business value, and affordability for each client Curious about emerging technology and genuinely interested in how AI will change customer experience and the way businesses operate Comfortable communicating through a variety of mediums with many different audiences and objectives Great at anticipating and solving problems individually, internally, and for our clients An organized self-starter who is always eager to learn something new Comfortable adapting to new situations and solving new problems with the pace and occasional ambiguity that occurs in high-growth businesses A positive force who enjoys working closely with new people and exploring new ideas Driven by seeing your work have a direct impact Acliviti Benefits ACG has a competitive benefits package including: 100% coverage of employee health care, vision, and dental insurance HSA & FSA plans available Disability & Voluntary Benefits available 401(k) plan with a 4% employer match Generous variable compensation opportunity Work-from-home monthly incentive Inclusive remote working environment