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About the Role

Lead high complexity deployments of our Agentic AI / conversational AI platform for enterprise customers. Own the end-to-end delivery lifecycle from scoping and planning through go-live and hypercare, working in a pod model alongside a Forward Deployed Engineer and an Agent Architect. Ensure customers successfully transition to an Agentic OS layer for their enterprise communications.

Responsibilities

• Own end-to-end delivery for assigned Agentic AI customer projects (scope, schedule, budget, risk, quality).
• Run the pod (TPM + FDE + Agent Architect) as a single accountable delivery unit.
• Select and apply appropriate delivery methodology (Waterfall, Agile, or Hybrid) based on customer context and risk profile.
• Drive project planning: work breakdown, dependencies, critical path, and resource allocations across internal and partner teams.
• Maintain up-to-date project plan, RAID log (Risks, Assumptions, Issues, Dependencies) and change log.
• Serve as primary delivery contact for customer project sponsors, IT, and business stakeholders.
• Facilitate recurring governance: status calls, steering committees, UAT readouts, and go-live reviews.
• Translate technical complexity into clear business impacts for executive stakeholders.
• Manage scope and change requests, ensuring commercial and delivery impacts are understood and agreed.
• Coordinate with Forward Deployed Engineers on integration readiness, environment setup, performance, and production stability.
• Coordinate with Agent Architects on discovery, agent design, prompt/context strategy, and conversational tuning.
• Collaborate with Sales, Solution Engineering, Product, and Support to ensure a seamless customer journey from sales handoff through BAU operations.
• Manage co-delivery responsibilities, expectations, and escalation paths with partners (SI/GSI/BPO).
• Plan and facilitate sprints, retros, and sprint reviews for Agile/hybrid projects; lead stage-gate reviews for Waterfall projects.
• Enforce documentation standards (Charter, Design Docs, Runbooks, Handover Docs).
• Ensure risk and compliance requirements (security reviews, data governance, regulatory constraints) are captured and incorporated into the plan.
• Define and track deployment KPIs, such as: Time to Blueprint, Time to First Agent in UAT, Time to Go-Live, Milestone On-Time Rate, Defect and incident trends during QA/UAT and Hypercare.
• Report delivery status, risk posture, and mitigation plans to internal and external stakeholders.
• Contribute data to capacity and utilization models to inform planning and staffing.

Requirements

• +3 years of experience in technical project management, program management, or delivery management for SaaS or enterprise software.
• Hands-on experience delivering solutions involving at least one of: Contact Center / CCaaS, UCaaS, conversational AI, IVA/IVR, or related CX platforms.
• Demonstrated ability to work across technical and business stakeholders (IT, Security, Operations, Business Owners).
• Solid understanding of software delivery methodologies (Agile/Scrum, Hybrid, and Waterfall) and when to apply each.
• Strong skills in project planning tools (e.g., Jira, Asana, Monday, MS Project, Smartsheet) and collaboration tools (e.g., Confluence, Notion, Miro).
• Excellent communication, facilitation, and conflict resolution skills.
• Proven track record managing multiple concurrent projects with global, distributed teams.
• Fluency in English is required.
• Experience delivering AI/ML, NLP, LLM-based, or Agentic AI solutions.
• Background in professional services or consulting working with enterprise clients.
• Familiarity with APIs, webhooks, event-driven architectures, cloud infra (AWS/Azure/GCP).
• Certifications: PMP, PRINCE2, CSM/CSPO, SAFe, or equivalent.
• Experience with partner co-delivery (SI, GSI, BPO, or ISV ecosystems).

Skills

• Technical Project Management
• Program Management
• Delivery Management
• SaaS
• Enterprise Software
• Contact Center / CCaaS
• UCaaS
• Conversational AI
• IVA/IVR
• CX Platforms
• Agile/Scrum
• Hybrid
• Waterfall
• Jira
• Asana
• Monday
• MS Project
• Smartsheet
• Confluence
• Notion
• Miro
• Communication
• Facilitation
• Conflict Resolution
• AI/ML
• NLP
• LLM
• Agentic AI
• APIs
• Webhooks
• Event-driven architectures
• AWS
• Azure
• GCP
• PMP
• PRINCE2
• CSM/CSPO
• SAFe

Experience Level

• Sr Technical Program Manager
• +3 years of experience

About the Company

• Parloa’s mission is to make every customer conversation feel effortless for both customers and the companies serving them.
• As agentic AI accelerates, Parloans are shaping the foundation of a new era in customer experience, one where customer support is no longer transactions, but meaningful exchanges.
• Parloa has powered over ONE BILLION interactions between global enterprise brands and their customers, with companies like Booking.com, HealthEquity, Allianz, SAP, BarmeniaGothaer, and TUI already deploying Parloa at scale.
• Parloa is committed to upholding the highest data protection standards for our clients' and employees' data.
• All our employees are instrumental in ensuring the utmost care, GDPR, and ISO compliance, including ISO 27001, in handling sensitive information.
• Parloa is an e-verify employer in the USA.

Equal Opportunity

• We provide equal opportunities to all qualified applicants regardless race, gender, sexual orientation, age, religion, national origin, disability status, socioeconomic background and other characteristics.