Technical Project Manager

Sitel Group; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

A leading company in the customer experience industry is seeking a Technical Project Manager for Conversational AI projects. The role involves overseeing project execution, managing cross-functional teams, and ensuring high-quality outcomes. Candidates should have extensive experience in digital project management and be fluent in English and Portuguese.

Qualifications

• 6+ years of experience as a Project Manager with digital solutions.
• Fluent in English and Portuguese.

Responsibilities

• Oversee project implementation for chatbots and AI solutions.
• Manage project risks and budgets, ensuring adherence to timelines.
• Translate business requirements into technical plans.

Skills

Project Management

Agile Methodologies

Communication

Technical Documentation

Problem Solving

Education

Bachelor’s Degree

University Degree in Engineering

Tools

Jira

Confluence

Smartsheet

Job description

About Us

Foundever is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for over 750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology, and expertise are designed to support operational needs for our clients and deliver seamless experiences to customers in the moments that matter.

Job Summary

The Technical Project Manager for Conversational AI projects oversees the end-to-end execution of projects involving chatbots, voicebots, and other AI solutions. This role includes defining project scope, goals, and deliverables in collaboration with stakeholders and according to the approved methodology, creating detailed project plans, and ensuring deadlines, team allocation, and budget adherence. The project manager works closely with cross-functional teams, including Conversational Designers, AI specialists, Data Specialists, and Developers, to lead and deploy advanced conversational projects.

They manage project risks, maintain clear communication with clients and internal teams, and continuously assess project performance against KPIs to ensure high-quality outcomes. Additionally, they stay updated with technological advancements to integrate innovative solutions that enhance user experience and operational efficiency.

The Tech Project Manager will analyze technical documentation, API references, and architecture diagrams to assess the feasibility, complexity, and impact of new product or feature requests. This position will focus on new integrations for projects, working very closely with developers and experts.

Primary Job Responsibilities

1. Plan the implementation project for the chatbot, defining clear objectives and a detailed work plan.
2. Oversee a qualified team, assigning tasks and responsibilities.
3. Supervise and monitor all stages of the project, ensuring progress and resolving issues.
4. Identify and mitigate project risks, developing contingency strategies.
5. Manage the project budget, invoices process, and control project costs.
6. Engage and regularly communicate with relevant project stakeholders.
7. Translate business requirements into actionable technical plans and milestones.
8. Evaluate the technical feasibility and complexity of feature requests by reviewing architecture diagrams, documentation, and AI model capabilities.
9. Manage end-to-end integration processes within projects, effectively communicating in technical terms with developers and Practice Experts.
10. Participate in cross-functional collaboration on initiatives involving APIs, LLM integration, and Conversational AI platforms.
11. Participate in technical discussions on LLM model selection, architecture decisions, and overall solution viability.
12. Monitor model performance metrics (e.g., latency, token usage, etc.) and escalate technical blockers or quality risks when necessary.
13. Create and review technical documentation to ensure clarity and completeness.
14. Identify and mitigate technical risks related to scalability, latency, privacy, and model limitations.
15. Implement defined processes and quality standards, conducting testing and gathering feedback for continuous project improvements.
16. Evaluate the performance of the bot post-implementation, analyzing metrics and collecting data to identify enhancement opportunities.
17. Create kick-off decks, client presentations, and monthly overview reports.
18. Handle technical meetings and presentations to clients.

Education and Qualifications

Required

• A bachelor’s degree in the appropriate field of study or equivalent work experience.
• +6 years of experience as a Project Manager with digital solutions including chatbots, AI, voicebots, or process automation.
• Fluent in English and Portuguese.
• Experience in digital project management.
• Experience with Agile methodologies, such as Scrum.
• Proficiency in project management tools like Jira, Confluence, Smartsheet, etc.

Preferred

• University degree in Engineering, Computer Science / Computer Engineering, Communication, Business, or Administration.